End User Support Technician (Tier 1)

Location: New Haven, CT
This role will be mostly in-person at our New Haven, CT headquarters Monday through Thursday, and remote on Friday. Candidates must be within driving distance to the office to be considered. Will be required to travel to Newton Lab space once a month.

Position Summary:

The End User Support Technician is the first line of IT support for all employees, including executives. This role is responsible for resolving helpdesk tickets, troubleshooting hardware and software issues, supporting Windows and macOS devices, and ensuring users can work efficiently and securely. This is a hybrid role, requiring both remote and onsite support. The ideal candidate is customer-service focused, detail-oriented, and eager to learn and grow into more advanced IT responsibilities over time.

Responsibilities:

Helpdesk & Ticket Management

• Serve as the first point of contact for all IT support requests via Freshservice.
• Triage, prioritize, and resolve Tier 1 tickets in a timely manner.
• Escalate complex issues to Tier 2 / SysAdmin when needed with proper documentation.
• Track work and update tickets with clear notes and resolutions.

Device & OS Support (Windows + macOS)

• Troubleshoot laptops, desktops, and peripherals (monitors, docking stations, keyboards, printers).
• Perform basic device imaging, setup, and configuration.
• Install and update approved software.
• Support both Windows and macOS devices consistently.

Identity & Access Management (Azure AD / M365)

• Reset passwords and unlock accounts.
• Assist with MFA / SSO login issues.
• Add/remove users to Azure AD groups as directed.
• Assign or remove Microsoft 365 licenses.

Device Management

• Use Intune for basic Windows device enrollment and policy checks.
• Use JAMF for basic macOS enrollment and troubleshooting.
• Ensure devices remain compliant with company standards.

Onboarding & Offboarding

• Set up new hire accounts, devices, and access.
• Prepare workstations and peripherals.
• Deliver IT orientation for new employees (how to log in, core apps, MFA).
• Collect and wipe equipment from departing users.

Application & Software Support

• Troubleshoot Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Provide basic support for commonly used business applications.
• Assist users with browser, VPN* (if applicable), and connectivity issues.

Workstation & Meeting Room Support

• Set up workstations and docking station configurations.
• Troubleshoot video conference equipment (Zoom/Teams rooms).
• Ensure conference rooms and shared devices function properly.

VIP / Executive Support

• Provide white-glove support to executives and leadership.
• Prioritize VIP tickets and deliver prompt, professional service.
• Maintain confidentiality and professionalism at all times.

General IT Operations

• Maintain inventory of devices, peripherals, and accessories.
• Assist with hardware replacement (laptops, batteries, accessories).
• Follow IT policies, security best practices, and documentation standards.

Requirements:

• Bachelor's degree is required
• 1+ year of IT helpdesk, desktop support, or equivalent experience (preferred but not required if highly motivated)
• Basic understanding of Windows and/or macOS support
• Familiarity with Microsoft 365 applications
• Ability to troubleshoot common technical issues independently
• Strong communication and customer service skills
• Ability to work onsite as needed (hybrid role, 3-4 days in office)
• Experience with Freshservice or any ticketing system preferred
• Experience with Intune or JAMF preferred
• Experience with Active Directory / Azure AD preferred
• Experience with conference room technology (Zoom/Teams) preferred
• CompTIA A+, Network+, or similar certification preferred
• Prior experience in a corporate or regulated environment preferred

#LI-Hybrid