Helpdesk Support Technician

Location: Marlborough MA

Onsite Flexibility: Onsite

• Position Type: Contract
• Contract Duration: 6 months
• Pay Rate: $25.00$28.00 / Hour (USD)
• Shift / Schedule: MondayFriday 8:00 AM 5:00 PM (1-hour lunch)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

We are seeking a highly skilled and customer-focused User Support Technician II to join our IT User Services team. This role is designed for an experienced support professional who thrives in a fast-paced environment and is passionate about delivering exceptional end-user experiences while solving more complex technical this role you will act as a key escalation point for advanced troubleshooting provide mentorship to Level I technicians and contribute to the continuous improvement of IT services and processes. This is a fully onsite role based at our Marlborough Campus location with standard working hours of 8:00 AM 5:00 PM including a one-hour lunch break.

Advanced End User Support

• Provide multi-channel support via Service Desk tickets Microsoft Teams phone and walk-up support
• Troubleshoot and resolve moderately complex to complex issues including:

- Windows 10/11 devices - Microsoft 365 (Outlook Teams OneDrive SharePoint) - Hardware (laptops peripherals mobile devices)

• Act as an escalation resource for Level I technicians
• Deliver a high-quality customer experience with clear professional communication

Device & Asset Management

• Lead device configuration deployment and lifecycle management
• Ensure asset inventory accuracy across procurement tracking and disposal
• Oversee and optimize the loaner equipment program

Access & Identity Support

• Manage user account provisioning access changes and escalations
• Support Active Directory / Azure AD user account administration via AD Manager Plus
• Assist with permission and access troubleshooting across enterprise systems

Operational Support & Process Improvement

• Manage and document incidents and service requests in ServiceNow
• Identify trends and recurring issues and drive root cause analysis and resolution
• Develop and maintain knowledge base articles and documentation
• Recommend and implement improvements to support processes and workflows

Onsite & Remote Support

• Provide onsite support at the assigned location with occasional travel to other local sites as needed
• Support remote employees using modern remote support tools
• Participate in after-hours or on-call support rotation as needed

Team Contribution & Mentorship

• Mentor and support Level I technicians
• Assist with onboarding and training of new team members
• Collaborate with Tier 2/3 teams engineering and infrastructure teams to resolve escalated issues

• 24 years of IT support experience in a help desk or desktop support environment
• Strong troubleshooting skills with the ability to diagnose and resolve more complex technical issues
• Working knowledge of Windows 10/11
• Working knowledge of the Microsoft 365 ecosystem
• Experience with Active Directory / Azure AD
• Experience with ITSM platforms (ServiceNow or similar)
• Experience with PC/laptop hardware and peripherals
• Solid understanding of networking fundamentals (Wi-Fi VPN DNS connectivity)
• Strong communication skills with a customer-first mindset
• Ability to prioritize and manage multiple tasks independently
• Customer Support / End User Support
• Exchange
• Intune
• Windows PC troubleshooting
• Microsoft 365 support

• Experience with endpoint management tools (e.g. Intune SCCM)
• Experience with identity & access management concepts
• Experience with endpoint security tools (AV/EDR)
• Experience supporting enterprise applications and cross-functional systems
• Certifications such as CompTIA A Network Security
• Microsoft certifications (Modern Desktop Administrator Azure Fundamentals)
• Help Desk or Desktop Support environment experience
• ServiceNow or similar ticketing system
• Azure AD exposure
• Basic networking knowledge (VPN Wi-Fi DNS)
• Hardware deployment and support
• Mobile device support

• Ability to independently resolve complex issues with minimal supervision
• Strong analytical and problem-solving skills
• Proactive mindset with focus on continuous improvement
• Strong documentation and knowledge-sharing practices
• Leadership potential and willingness to mentor others

• Associates or Bachelors degree in IT Computer Science or related field (or equivalent experience) desired

• 13 years of Help Desk Service Desk Desktop Support or IT Support experience
• Experience supporting Microsoft environments
• Experience with AD Exchange Intune and Windows support

• Medical Vision and Dental Insurance Plans
• 401k Retirement Fund

This client operates in the medical device manufacturing industry developing diagnostic and treatment technologies with a focus on womens health. The organization runs FDA-regulated GMP-compliant manufacturing operations and employs professionals across quality assurance manufacturing receiving inspection and IT support functions.

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking financial services technology life sciences biotech utilities and retail sectors throughout the U.S. and Canada.

Job Number: 26-15048

Industry: Information Technology