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. Theres something so profoundly rewarding about knowing 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. Were energized by new challenges and new possibilitiesand were just getting started!

Location: Boston, MA or Waltham, MA (Hybrid/Onsite as required) Team: End-User Support Reports To: Manager of End-User Support

We are seeking a highly committed and skilled Senior Deskside Support Technician join our IT End?User Support team. This is a crucial, high?visibility role focused on providing white?glove technical support and resolving complex, escalated incidents for our diverse employee base, including senior leadership. If you are passionate about a Customer?First service model and love solving intricate problems across PC, Mac, and enterprise applications in a fast?paced SaaS environment, we want to hear from you.

This role is onsite (5 days a week) at our Waltham, MA office. Our Boston, MA office will need occasional support as well. Flexibility to travel to our Boston office is required.

What You'll Do

• Resolve Complex Incidents: Serve as the primary point of resolution for escalated incidents and service requests that cannot be solved at the remote Tier 1/2 level, focusing on root cause analysis and permanent fixes.
• Uphold Service Excellence: Maintain a laser?focused Customer?First mentality while ensuring all incidents are analyzed, resolved, and reported back within established SLAs .
• VIP & Event Support: Deliver proven, white?glove support to company leadership (VIPs) and provide robust Audio Visual (A/V) and event support for conference rooms and executive offices in the Boston/Waltham locations.
• Onsite Presence: Be available onsite in our Boston or Waltham offices as needed to deliver the best possible hands?on support for all users, especially senior?level management and for critical events.

Systems Management & Operations

• Hardware & OS Expertise: Provide advanced hands?on and remote configuration and troubleshooting for client computers (PC and Mac), including hardware, operating systems (Windows & macOS), and common enterprise applications (e.g., MS Office, Google Workspace).
• Device Management: Utilize and manage modern device management platforms, specifically JAMF and InTune/Entra , for deploying, tracking, and securing endpoints.
• Operational Adherence: Complete assigned tickets in a timely manner, ensure meticulous asset tracking inventory is maintained according to work instructions, and thoroughly adhere to all IT procedures.
• Infrastructure Tasks: Participate in essential support tasks including, but not limited to, Active Directory administration (users, computers, GPOs), desktop builds, software deployment, and hardware lifecycle management (recycling, inventory control).
• Process Improvement: Quickly assess blocking situations and develop ideas for continuous process improvement to enhance efficiency and the end?user experience.
• Knowledge Sharing: Continuously help the team learn and grow by creating detailed documentation, providing shadowing opportunities, and conducting training sessions.
• Stakeholder Partnership: Effectively partner with other IT members across remote sites (e.g., Network, Infrastructure, Security) to communicate trends, report significant problems, and drive rapid ticket closure.
• Agile Mindset: Demonstrate an agile mindset that allows you to pivot quickly in a dynamic SaaS environment without losing focus on critical deliverables.

Required Qualifications (Must-Haves)

• Experience: Minimum 4 years of relevant experience providing Tier 2/3 deskside or end?user support in a corporate environment.
• Technical Proficiency: Strong background in PC and Mac configuration and troubleshooting, including proficiency with both Microsoft Windows and Apple Computer desktop operating systems.
• ITSM Tooling: Proficiency with an IT ServiceDesk incident management / ticket request tool (e.g., ServiceNow ).
• MDM Experience: Hands?on experience with modern device management tools, specifically JAMF and InTune/Entra device management.
• Active Directory: Proven experience with Active Directory administration, including managing users, computers, and Group Policy Objects (GPOs).
• Communication: Very strong interpersonal and communication skills with a proven ability to support employees at all levels, from new hires to the executive suite.

Highly Desired Skills (Nice?to?Haves)

• Education & Certifications: Bachelor's Degree in an IT or related field, or a combination of 4+ years related work experience. Technical certifications such as CompTIA Security+, A+, Microsoft, and ITIL certifications are highly desired.
• A/V Familiarity: Prior experience working with, managing, and administering Conference Room Technology and the equipment required including Logitech, Crestron, Biamp, and more.
• Cloud & Networking: Knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, and VPN) and experience with Google products for business (Gmail, Calendar, G?Suite, Drive, etc).
• Automation Curiosity: Understanding of AI and the role that it can play in IT support, with a passion for finding opportunities to use automation to eliminate repetitive tasks.

The specific salary offered to a candidate may be influenced by a variety of factors including the candidates experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$64,000 - $80,000 USD

Why Youll Love Us

• We celebrate one anothers differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses and organizations, you wont find a better spot to share your talent. Were dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non?profit organizations, and community groups.
• Youll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well?being of you and your family

At Constant Contact, were all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in?person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status, or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

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