IT Support Specialist

3/27/2026

This role involves acting as an escalation point for complex technical issues, performing advanced troubleshooting, and providing daily technical support to end users both in-person and remotely. Key duties include managing support tickets, handling advanced Office 365 and Salesforce platform administration, and performing hardware/software diagnostics.

Salary

55000 - 65000 USD

Working Hours

40 hours/week

Company Size

1,001-5,000 employees

Language

English

Visa Sponsorship

About The Company

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 organizations of every size and industry. We serve business, enterprise, and government markets—with tailored offerings for a variety of industry verticals, including healthcare, education, retail, manufacturing, finance, and more. Our staff of highly trained Account Managers, solution architects, and technical specialists deliver the end-to-end technology solutions and services today’s organizations and users need to function at their best. From digital workplace solutions to modern IT infrastructure and multicloud to supply chain and lifecycle, we have it covered—offering trusted guidance, cutting-edge technology, and instant access to efficient, worldwide procurement through our proprietary platforms and network of 500 suppliers in 174 countries. 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! Connection has been recognized with several accolades that reflect our commitment to those shared values, including: • Twice named one of the “Most Trustworthy Companies in America” by Newsweek. • Named “America’s Best-in-State Employers” three times by Forbes. • Recognized in the “Top 100 Technology Companies” by Businessweek.

About the Role

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.

Min

Max

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.

Key Skills

Office 365 AdministrationSalesforce Platform SupportAdvanced TroubleshootingRoot-Cause AnalysisTicketing SystemsHardware DiagnosticsSoftware DiagnosticsVirtual Environment SupportActive Directory AdministrationGroup PoliciesPC DeploymentTechnical DocumentationCloud ServicesVPNsAzureAWS