Service Desk Support Engineer
Department: Information Technology
Reports To: Director of Infrastructure & Security
Location: Norwood, MA. Primarily onsite with occasional travel to company locations.
Structure: Hybrid role. Roughly 50 percent end user support and device setup, 50 percent team projects, documentation, and continuous improvement. Position Summary:
M.S. Walker is seeking a sharp, curious, and customer focused problem solver to join our Information Technology team. This is a hybrid role. About half of each week is spent as the first point of contact for technology support across the organization, resolving hardware, software, and access issues and setting up devices for our people. The other half is spent working alongside the rest of the IT team on projects, documentation, and improvements that move the business forward. We care most about how you think. Strong critical thinking, sound judgment, and the ability to break a problem down and work it methodically matter more to us than any specific technical background. If you understand how a business runs, communicate clearly, and learn quickly, we will teach you the technology. This is a genuine growth role. It is a strong fit for someone who wants to build a long term career in technology and grow into infrastructure, cybersecurity, business systems, or automation as our digital transformation continues. Prior IT experience is preferred but not required. How the Role Breaks Down: - About 50 percent, end user support. the first point of contact for technology support, plus device setup, onboarding, and day to day troubleshooting.
- About 50 percent, team and project work. working with the IT team on projects, documentation, and identifying improvements. This side of the role expands over time as you build technical depth.
Essential Duties and Responsibilities:
End User Support and Device Setup (about half the week) - Serve as the first point of contact for technology support requests across the organization.
- Diagnose, troubleshoot, and resolve hardware, software, account access, and connectivity issues. Escalate complex issues to the right people while keeping ownership of the user relationship and communication.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Excel, and Word, and help users get more value from Microsoft Copilot.
- Configure, deploy, maintain, and troubleshoot laptops, desktops, tablets, mobile devices, and peripherals.
- Prepare equipment and accounts for new employee onboarding, and handle offboarding activities and asset recovery.
- Perform workstation replacements, refresh projects, and hardware lifecycle activities, and keep inventory records accurate.
- Provision user accounts and access, assist with password resets, multifactor authentication setup, and account security requests, and support Active Directory, Microsoft Entra ID, and Microsoft 365 user administration following established security and compliance procedures.
- Support warehouse, logistics, manufacturing, and office technology, including handheld devices, barcode scanners, printers, and label printers, and help users with ERP and WMS access issues, coordinating with vendors and internal technical resources when needed.
Team Projects, Documentation, and Continuous Improvement (about half the week) - Partner with the infrastructure, security, and business applications teams on active projects and technology deployments, taking on pieces of the work as you grow into them.
- Help coordinate and carry out rollouts, testing, and hardware and software deployments across the organization.
- Write and maintain clear documentation, including knowledge articles, how to guides, and self service resources for employees.
- Spot recurring issues and patterns in support requests, and recommend practical ways to improve how we deliver technology.
- Assist with scripting and automating repetitive support tasks as your skills grow, working alongside our automation initiatives.
- Research and help evaluate tools and solutions, and document your findings clearly for the team.
- Take on stretch assignments that build your technical depth over time as you grow into more of the team's work.
Qualifications:
We hire for aptitude first. We want a solid basic technical foundation and, more than that, the judgment, curiosity, and drive to grow well beyond it. The Required items are what we truly care about. The Preferred items are helpful but teachable, and none of them are a barrier to applying.
Required: - Strong critical thinking and problem solving. You can take an unfamiliar problem, break it into parts, and work it to resolution.
- A solid basic technical foundation. You are comfortable with Windows and Microsoft 365 (Outlook, Teams, Excel, Word) and with Apple devices such as iPhone and iPad, and you can work through everyday technology problems methodically. We will teach the depth.
- A strong desire to learn all kinds of technology. You want to understand how things work across the board, from Windows and Apple devices to networking and cloud services, and you treat an unfamiliar system as something to figure out rather than avoid.
- A desire to learn and leverage AI in your own work. You are eager to use tools like Microsoft Copilot to work smarter and solve problems faster, and you want to keep building that skill as these tools evolve.
- Clear communication. You can explain technical topics to nontechnical people, and you listen well.
- A real understanding of how a business operates and a drive to learn how our people actually use technology to do their jobs.
- Strong organization and the ability to manage several priorities at once without letting things slip.
- Ownership and follow through. You see requests all the way through and keep people informed along the way.
- Associate degree or equivalent experience. A degree in any field is welcome. An IT specific degree is not required.
- Valid driver's license and willingness to travel occasionally between company locations.
Preferred (helpful, not required, we will train): - Prior IT experience of any kind, such as technical support, helpdesk, or desktop support.
- Familiarity with Active Directory, Microsoft Entra ID, and Intune.
- Familiarity with Microsoft 365 administration, Teams, SharePoint, and Copilot.
- Scripting or programming experience of any kind, such as Python, PowerShell, or coursework projects.
- Understanding of networking fundamentals, endpoint management, and cybersecurity basics.
- Experience supporting warehouse, manufacturing, or distribution environments.
- Experience with ticketing systems and IT service management processes.
- CompTIA A+, Network+, Security+, or Microsoft certifications.
Success Factors: - Think critically and take ownership of problems from start to finish.
- Provide excellent service and build positive relationships across the company.
- Balance technical work with clear, human communication.
- Embrace continuous learning and treat every unfamiliar task as a chance to grow.
- Show initiative in spotting ways to improve how technology serves the business.
- Thrive in a collaborative, fast paced operational environment.
Physical Requirements: - Ability to work at a computer workstation for extended periods.
- Ability to lift and transport technology equipment up to 50 pounds.
- Ability to move throughout office, warehouse, and production environments.
- Ability to travel occasionally between company facilities.
Why Join M.S. Walker:
At M.S. Walker, technology plays a critical role in supporting one of the leading beverage distributors and manufacturers in the Northeast. You will work alongside experienced technology professionals on initiatives involving Microsoft 365, AI, automation, cybersecurity, ERP systems, warehouse technology, and enterprise infrastructure. This role is built for someone who wants to grow, make a direct impact on daily operations, and build a long term career in technology. Career Path Opportunities: - Process & Automation Engineer
- Business Systems Engineer
- Systems Administrator
- Infrastructure Engineer
- Cybersecurity Analyst
- IT Project Coordinator
Benefits:
We offer a Comprehensive Benefits Plan that includes the following: - Medical & Dental Insurance
- Vision Coverage
- Paid-Time-Off Program
- Fidelity Investments 401k
- Disability, Life, Accident & Illness Insurance Packages
- Discounted Fitness Memberships
- Free & Discounted Work/Life Resources
- Career Advancement Opportunities
Who we are:
Founded in Boston in 1933, M.S. Walker is a 5th-generation, family-owned wine and spirits importer and distributor, a spirits bottler, and a national supplier. We serve On-Premise and Off-Premise establishments throughout the Northeast, with direct operations in Massachusetts, New York, New Jersey and Rhode Island and brokerage operations in Maine, New Hampshire and Vermont. We represent a budding portfolio of wine and spirits nationwide, including our own brands, and we strive to offer the most prestigious portfolio in the industry. M.S. Walker has built our foundation and future on our people – our employees are truly our greatest asset. Our company boasts a diverse pool of exceptionally special team members who each bring their unique skills and experience to the organization.
Mission Statement:
Since 1933, our mission has been firmly rooted in our core values of family, integrity, respect, honesty, and hard work. We are deeply committed to upholding these principles for our team members, customers and suppliers alike. We seek to build and maintain long-lasting relationships based on trust and reliability. By honoring our heritage and embracing innovation, we aim to continuously improve and adapt to meet the evolving needs of our industry, while responsibly contributing to the communities we serve. Together, we strive to elevate the spirit of hospitality and foster a vibrant and respectful culture in all facets of the organization and beyond.
Pay Range: $60,000 - $80,000 annually
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