Job Description
firstPRO is now accepting resumes for a Desktop Support Engineer in Somerville, MA. This is a direct hire role and onsite 3 days per week.
Responsibilities
- Provide in-person support at our Somerville HQ (Assembly Row) 5 days/week and remote support for our global team, resolving hardware, software, identity, and connectivity issues.
- Own the full lifecycle of devices: prepare and configure laptops for new hires, ensure security agents and MFA are in place, keep asset records accurate, and recover/refresh machines for redeployment.
- Onboard new teammates so they’re productive on Day 1, and offboard departures with same-day access revocation and secure asset handling.
- Be a user advocate, triage requests quickly, communicate clearly, and unblock people so they can stay focused on their work.
- Create and maintain knowledge base articles, quick-start guides, and documentation that make support easier for both IT and end users.
- Partner with IT, Security, and Network teams on rollouts, upgrades, and infrastructure improvements, including AV and office networking.
- Identify repetitive tasks and propose automation or workflow changes that reduce friction and improve efficiency across the team.
Requirements
- 2+ years of experience in Desktop or IT Support, ideally in a fast-paced or enterprise environment.
- Strong hands-on knowledge of Windows 10/11 and macOS, including provisioning, profiles, and security baselines.
- Familiarity with identity and access management tools such as Active Directory, Okta, or similar SSO/MFA platforms.
- Experience supporting modern SaaS environments (M365, Google Workspace, Slack, Zoom, Duo/Okta).