Deskside Support Technician: On-site in Waltham, MA

Constant Contact · Waltham, MA and Boston, MA

  • Junior
  • Full-time
  • $50,880 – $63,600
  • Posted 2026-09-04
  • Confirmed live on 25 September 2026

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Job description

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

We have an opening for a Desktop Support Technician to join our End-User Support team and provide hands-on IT support for employees in our Waltham office. You’ll troubleshoot Windows and Mac devices, support endpoint management and user accounts, deploy and refresh hardware, assist with A/V and company events, and resolve a wide range of day-to-day technical issues.

This is a great opportunity for someone with a few years of corporate IT support experience who enjoys solving problems, working directly with employees, and taking ownership of issues from start to finish.

This role is onsite 5 days a week at our Waltham, MA office on Winter Street, with occasional onsite support at our Boston office a few days per month.

What You'll Do:

As a Deskside Technician, you will be a primary point of contact for end-user support, focusing on delivering solutions that maintain organizational productivity. Your responsibilities will include:

Tier 1/2 Service Delivery

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• Advanced Troubleshooting: Handle Tier 1 and escalated, complex Tier 2 technical issues and minimize escalation to Tier 3 (system/network administrators) through deep root-cause analysis.

• SLA & Queue Management: Manage your personal ticket queue effectively, prioritizing requests to consistently meet or exceed team SLAs while maintaining a laser focus on service excellence.

• Event and Meeting Ownership: Own and coordinate setup and troubleshooting for Audio Visual (A/V) and streaming needs during All-Hands meetings and other corporate events as required.

• Onsite & Remote Assistance: Provide both on-site and remote support to employees, ensuring a consistent and positive support experience for everyone.

Systems Management & Operations

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• Endpoint Management & OS Support: Utilize modern endpoint management platforms (e.g., Intune, Jamf) to configure, secure, deploy, and troubleshoot PC and Mac computers (Windows & macOS).

• User Account Management: Create, maintain, and delete user accounts across various systems, with a focus on Active Directory environments.

• Device Lifecycle Management: Manage the disposal and tracking of hardware assets through IT Asset Management (ITAM) processes, and coordinate hardware procurement and tech refresh cycles.

• Operational Tasks: Independently execute essential support tasks including desktop builds and deployments, inventory control, software tracking, and maintaining system updates.

Collaboration & Process Improvement

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• Knowledge Base Management: Proactively document troubleshooting steps, common resolutions, and system processes to build and improve our internal team knowledge base.

• Process Contribution: Help maintain, support, and develop team processes and strategies to improve operational efficiency.

• Team Partnership: Partner effectively with other IT members, including those in remote sites, to escalate highly complex issues and ensure clear communication.

Who You Are:

Required Qualifications

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• Experience: 2+ years of experience providing deskside or end-user support in a corporate environment, demonstrating the ability to resolve complex Tier 2 issues independently.

• Education: Associate’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Technical Proficiency: Proven ability in PC and Mac configuration and troubleshooting, including hands-on experience with Endpoint Management/MDM platforms. Familiarity with Google Workspace and Microsoft Entra is a plus.

• Customer Focus: A strong customer and team-focused mentality with excellent interpersonal and communication skills.

• Problem-Solving: Strong analytical and troubleshooting skills with the ability to build rapport, elicit problem details from users, and identify process gaps.

• Time Management: Flexible work habits with strong organizational skills to prioritize both planned and unplanned customer needs against established SLAs.

Highly Desired Skills

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• Certifications: Applicable certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

• ITSM Tooling: Familiarity with an IT ServiceDesk incident management tool (e.g., ServiceNow, Jira Service Management).

• Networking Knowledge: Basic understanding of end-user network connectivity (TCP/IP, switch ports, cabling) and security principles.

• Asset Management (ITAM): Special consideration for candidates with IT as

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