IT Support Technician

Job Title: Support Technician / IT Helpdesk Technician

Job Description

This role serves as the primary Tier 1 support contact for end users across corporate offices and manufacturing environments. The Support Technician / IT Helpdesk Technician triages, documents, and resolves IT service requests, administers user accounts and endpoints, supports core business applications, and contributes to security operations and continuous improvement of IT processes and documentation.

Responsibilities

• Serve as the primary point of contact for Tier 1 end-user support across corporate and manufacturing environments.
• Triage, document, and resolve support tickets in the IT service management platform (such as NinjaOne), escalating issues to Tier 2 or specialist teams when appropriate.
• Provide break/fix support for laptops, desktops, and mobile devices, including hardware troubleshooting, software support, and peripheral configuration.
• Manage asset inventory and spare parts tracking to ensure accurate records of hardware and timely replacement of equipment.
• Perform desktop administration, including software deployment, configuration changes, and remote access support.
• Troubleshoot mobile devices running iOS and Android, resolving connectivity, configuration, and application issues.
• Carry out user lifecycle administration, including onboarding, role changes, and offboarding activities.
• Provision endpoints and set up user accounts in Active Directory and Microsoft 365, including email, collaboration tools, and access permissions.
• Configure and support VPN access and related security tooling to enable secure remote connectivity for end users.
• Support end-user access to core business systems, including Epicor Kinetic ERP and related manufacturing execution systems, resolving common user issues and escalating application-specific problems to ERP and MES administrators as needed.
• Assist with endpoint security operations using Sophos EDR by triaging security alerts and coordinating remediation activities with IT leadership.
• Maintain accurate and up-to-date documentation in the helpdesk knowledge base, including troubleshooting steps, configuration details, and standard procedures.
• Contribute to continuous improvement of templates, runbooks, and end-user training materials to enhance support efficiency and user experience.
• Train end users on standard hardware usage, software applications, and information security best practices.
• Support shop floor computing needs and respond promptly to production-critical issues to minimize downtime in manufacturing operations.
• Participate in IT projects such as hardware refreshes, operating system upgrades, and the rollout of new applications or tools.
• Collaborate with colleagues and leadership to identify recurring issues and recommend process or technology improvements.
• Communicate clearly and professionally with employees at all levels of the organization, including executives, regarding IT issues, status updates, and resolutions.

Essential Skills

• Minimum 23 years of hands-on experience providing Tier 1 support for end-user devices (laptops, desktops, and mobile devices) in a business environment.
• Strong working knowledge of Microsoft Windows 11, including configuration, troubleshooting, and user support.
• Strong working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Experience with Active Directory user and group administration, including account creation, modification, and access management.
• Hands-on experience using a remote monitoring and management (RMM) or IT service management platform (such as NinjaOne, ConnectWise, or ManageEngine) for ticket management and endpoint administration.
• Ability to provide Tier 1 support across corporate and manufacturing environments, including shop floor computing needs.
• Mobile device troubleshooting skills for iOS and Android platforms.
• General understanding of networking fundamentals, including DNS, DHCP, VPN, and WiFi.
• General understanding of information security principles and secure computing practices.
• Strong customer service skills with excellent written and verbal communication abilities.
• Experience interacting professionally with employees at all levels of an organization, including C-level executives.
• Ability to prioritize and respond quickly to production-critical issues to minimize downtime.
• Ability to follow and contribute to documented procedures, runbooks, and knowledge base articles.

Additional Skills & Qualifications

• Previous experience providing IT support in a manufacturing or engineering environment is strongly preferred.
• Familiarity with Epicor Kinetic ERP or similar enterprise resource planning systems is beneficial.
• Experience supporting manufacturing execution systems (MES) or other shop floor applications is an advantage.
• Experience with endpoint security tools such as Sophos EDR, including triaging alerts and coordinating remediation, is preferred.
• CompTIA A+ certification is preferred.
• CompTIA Network+ certification is preferred.
• Microsoft certifications related to Windows or Microsoft 365 are preferred.
• Experience with other RMM or IT service management platforms, such as ConnectWise or ManageEngine, is a plus.
• Ability to train end users on hardware, software, and security practices in a clear and approachable manner.
• Strong organizational skills for managing asset inventory, spare parts tracking, and documentation.
• Demonstrated ability to work effectively in a fast-paced environment with competing priorities.
• Interest in contributing to continuous improvement of IT processes, templates, and training materials.

Work Environment

This is an on-site role at a Bedford, MA facility with no regular travel required. The work environment includes both corporate office settings and manufacturing shop floor areas, where production-critical systems require prompt and reliable IT support. You will work with a variety of technologies, including Microsoft Windows 11, Microsoft 365, Active Directory, VPN solutions, Epicor Kinetic ERP, manufacturing execution systems, RMM and IT service management platforms such as NinjaOne, and endpoint security tools like Sophos EDR. The role involves standard business hours aligned with facility operations, with an expectation of responsiveness to urgent production issues. The environment emphasizes collaboration, clear communication, and strong customer service, supporting employees at all levels of the organization. Dress expectations align with a professional office and manufacturing facility setting, with appropriate attire for working safely and comfortably around shop floor equipment when needed.

This is a Contract position based out of Bedford, MA.

The pay range for this position is $23.00 - $30.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a Contract position based out of Bedford, MA.

This position is anticipated to close on Nov 10, 2026.

This is a fully onsite position in Bedford,MA.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.