Key Facts

Remote From:

Indiana (USA) , Massachusetts (USA) , Oregon (USA)

Full time

Entry-level / graduate

English

Hard Skills

Other Skills

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Troubleshooting (Problem Solving)
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Virtual Teams
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Teamwork
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Reliability
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Communication

Roles & Responsibilities

3+ years of IT Help Desk or Desktop Support experience in a similar environment.
Proficiency with Microsoft 365 and Active Directory administration.
Experience with ticketing systems (AWS/Azure experience preferred).
Strong software and hardware troubleshooting skills; excellent communication; reliability and teamwork.

Requirements:

Act as escalation point for advanced troubleshooting, root-cause analysis, or configuration work.
Provide daily technical support for end users in-person and remotely, ensuring minimal downtime and quick problem resolution.
Manage, investigate, and resolve tickets using an AWS/Azure-based ticketing system, ensuring accurate documentation and timely follow-up.
Administer Office 365 and Salesforce platforms (provisioning, license management, Teams/SharePoint support, login and permission issues) in a virtual environment; assist with hardware/software diagnostics and AD administration.

Connection

About Connection

As a Global IT Solutions Provider, we connect people with technology that enhances growth, elevates productivity, and empowers innovation. Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, healthcare, and education markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. Additionally, we deliver global procurement solutions through our network of 500 suppliers in 174 countries. Twice recognized by Forbes as one of “America’s Most Trustworthy Companies,” our goal is to provide customers with the expert guidance, state-of-the-art tools, and exceptional service to solve their technology challenges. Throughout our community, we strive to inspire success and increase the value of IT investments. Our Values Respect: We are united by one common vision. We work together to create a winning culture built upon mutual trust and respect. Excellence: We focus on activities that drive results. We lead by example. We work to achieve excellence in all aspects of our business. We are always looking for better ways to serve our customers. Teamwork: We win together—all success is mutual. We are accountable to our customers, employees, and shareholders. We work as a team to effectively collaborate, and drive innovation. Integrity: We are honest and direct in all of our dealings. Honor above all else!

Company type: Large

Founded: 2018

Company size: 1001 - 5000

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Job description

Overview:

Overview:

We’re looking for a skilled Help Desk Technician who can independently resolve more complex technical issues, support a cloud-first environment. This role requires deep experience with Office 365 administration, Salesforce platform support, and delivering high-quality service to end users in a virtual environment.

Work location site: Waltham, MA

Hours: M-F, 9AM-5PM

Perm Salary: $55K-$65K annually

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.

What’s in It for You:

Competitive salary within a stable, full-time role.
Supportive, people-first company culture with the feel of a small, collaborative local team.
Significant exposure to advanced cloud platforms, including Office 365, Salesforce, Azure, AWS, and modern virtual support tools.
Opportunities for deeper technical growth, cross-training, and advancement within IT.
No travel required-work is performed onsite during regular business hours for predictable work/life balance.

Responsibilities:

What You’ll Do:

Act as a escalation point for technical issues requiring advanced troubleshooting, root-cause analysis, or configuration work.
Provide Daily technical support for end users both in-person and remotely, ensuring minimal downtime and quick problem resolution.
Manage, investigate, and resolve support tickets using an AWS/Azure-based ticketing system, ensuring accurate documentation and timely follow-up.
Handle advanced Office 365 administration, including user provisioning, license management, shared mailbox configuration, Teams/SharePoint support, and cross-platform troubleshooting.
Support and troubleshoot the Salesforce platform, including login issues, permission/set configuration issues, UI problems, and connectivity challenges in a virtual environment.
Perform deeper hardware and software diagnostics across PCs, laptops, printers, and peripherals-identifying and resolving recurring issues and recommending long-term fixes.
Assist with virtual environment support, including remote desktop technologies, VPNs, cloud services, and user connectivity issues.
Manage PC/laptop inventory, coordinate new device builds, imaging, deployment, and lifecycle management.
Administer Active Directory (group policies, OU management, account adjustments, password resets, and permissions).
Set up & configure new hardware/software for employees, ensuring compliance with security and configuration standards.
Create and update technical documentation, internal knowledge base articles, and Tier 1 support guides.
Collaborate with other IT team members to identify patterns, improve processes, and enhance the end-user support experience.

Qualifications:

Requirements:

3+ years of IT Help Desk or Desktop Support experience in a similar environment.
Proficiency with Microsoft 365 and Active Directory administration.
Experience working with ticketing systems (AWS/Azure experience preferred).
Strong software and hardware troubleshooting skills.
Excellent communication skills-you can explain tech clearly to non-technical users.
A hands-on, can-do attitude-willing to crawl under a desk or lift up to 30 lbs when needed.
A commitment to reliability, responsiveness, and teamwork.