Sign upLog in
Help Desk Specialist Jobs in Massachusetts
A&A Search Staffing logo

Senior Help Desk Technician

A&A Search Staffing
  • Danvers, MA
  • $60,000–$80,000 Per Year
  • Full-time
  • Instant Apply
Today

Job Description

We are seeking a customer-focused HelpDeskSupportSpecialist to provide Tier 1–3 technical support for end users in a Windows-based environment. This role requires strong troubleshooting skills, hands-on experience with Active Directory, and extensive experience resolving technical issues remotely through VPN connections. The ideal candidate can diagnose and resolve hardware, software, network, and access-related issues while providing excellent customer service and escalating complex problems when necessary.

Job Responsibilities

Key Responsibilities

  • Provide Tier 1–3 technical support for Windows desktops, laptops, applications, and end-user devices.
  • Troubleshoot and resolve VPN connectivity issues, including remote access failures, authentication problems, connection drops, and access to internal network resources.
  • Administer and troubleshoot Active Directory accounts, including password resets, account lockouts, group membership, permissions, and user access.
  • Diagnose and resolve Windows operating system, software, hardware, and network connectivity issues.
  • Support remote users by connecting to their systems using remote desktop and remote support tools.
  • Troubleshoot Microsoft 365, Outlook, email, printers, and common business applications.
  • Investigate DNS, DHCP, IP configuration, network access, and connectivity issues.
  • Manage service tickets, document troubleshooting steps, and maintain accurate incidentrecords.
  • Escalate complex infrastructure, networking, and security issues to the appropriate IT teams.
  • Follow established IT security policies, procedures, and service-level agreements.

Numbers & Facts

LocationDanvers, MA
Job TypeFull-time
Salary$60,000–$80,000 Per Year

Qualifications

Required Qualifications

  • Experience providing Tier 1, Tier 2, and/or Tier 3 help desk or desktop support.
  • Strong knowledge of Windows 10/11 and Windows troubleshooting.
  • Hands-on experience with Active Directory and user account administration.
  • Proven experience troubleshooting VPN connectivity and supporting remote employees.
  • Familiarity with TCP/IP, DNS, DHCP, remote access, and network troubleshooting.
  • Experience with ticketing systems and remote support tools.
  • Strong analytical, communication, documentation, and customer service skills.

Preferred Qualifications

  • Experience with Microsoft 365, Outlook, and Windows Server environments.
  • Familiarity with Group Policy, Microsoft Entra ID, and multi-factor authentication (MFA).
  • Experience supporting enterprise VPN solutions such as Cisco AnyConnect/Secure Client, GlobalProtect, or FortiClient.

Work Environment

This role supports a distributed workforce, with a significant portion of daily responsibilities dedicated to remotely troubleshooting VPN connectivity, Windows access, and Active Directory-related issues.

Skills

  • VPN
  • Help Desk Software
  • Technical Support

Skills

  • Customer Escalationsunmatched
  • Customer Relationsunmatched
  • Customer Support/Serviceunmatched
  • Help Deskunmatched
  • Identify Issuesunmatched
  • Microsoft Active Directoryunmatched
  • Microsoft Windows Operating Systemunmatched
  • Problem Solving Skillsunmatched
  • Technical Supportunmatched
  • VPN (Virtual Private Network)unmatched

Be found by employers

5,500+ employers search our resume database daily. Add yours to get found by recruiters looking for candidates like you.

Level up your application

Professional resume templates

Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.

Free resume templates

Resume Builder

Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.

Resume Builder