Job Description
Job Description
6 to 12 contractor assignment with a conversion arrangement.
Position Summary
Our client is seeking an IT Help Desk Technician to provide front-line technical support to corporate and manufacturing teams at its Bedford, MA facility.
This on-site role manages day-to-day help desk operations, supports end-user devices and access, assists with IT projects, and helps maintain reliable technology across office and production environments.
Key Responsibilities
- Serve as the primary Tier 1 support contact for corporate and manufacturing users.
- Triage, document, resolve, and escalate support tickets using NinjaOne.
- Provide hardware and software troubleshooting, desktop administration, software deployment, remote access support, mobile device support, and IT asset inventory management.
- Manage employee onboarding, role changes, and offboarding, including endpoint provisioning, Active Directory and Microsoft 365 accounts, VPN access, and security tools.
- Support user access to Epicor Kinetic ERP and FactoryLogix MES, escalating application-specific issues to the appropriate administrators.
- Assist with Sophos EDR alert triage and coordinate remediation with IT leadership.
- Maintain help desk documentation, knowledge base articles, procedures, and end-user training materials.
- Prioritize production-critical issues to minimize shop floor downtime.
- Participate in IT initiatives, including hardware refreshes, operating system upgrades, and application deployments.
Required Skills
- Strong working knowledge of Windows 11 and Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Experience administering Active Directory users and groups.
- Ability to troubleshoot iOS and Android devices.
- Basic understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi, as well as information security principles.
- Excellent written and verbal communication skills, with the ability to explain technical issues clearly and work professionally with employees at all organizational levels, including C-level executives.
- Strong customer service, problem-solving, follow-through, and documentation skills.
Required Experience
- 2–3 years of hands-on Tier 1 support experience with laptops, desktops, and mobile devices in a business environment.
- Experience using an RMM or IT service management platform, such as NinjaOne, ConnectWise, or ManageEngine, for ticketing and endpoint administration.
- Demonstrated customer service skills and experience supporting users across an organization.
- Manufacturing or engineering environment support experience strongly preferred.
- CompTIA A+, Network+, or relevant Microsoft certifications preferred.
Education
Bachelor’s degree in Information Technology, Computer Science, or a related field, or at least three years of comparable professional experience.
\nCompany Description
GCR Professional Services is an engineering and information technology staffing firm (direct-hire, consultants, contract-to-hire).
Company Description
GCR Professional Services is an engineering and information technology staffing firm (direct-hire, consultants, contract-to-hire).