Help Desk TechnicianBoston Managed IT (BMIT) is a Managed Security Services Provider (MSSP) based in Waltham, Massachusetts. We serve small to mid-sized businesses that prioritize security, uptime, and performance. From day one, our mission has been clear: "To anchor businesses in innovation and security—while building a high-performing, people-powered team." We manage the entire technology stack—from desktops and networks to cloud platforms and advanced cybersecurity. What sets us apart is not just our technical expertise, but the people-first approach that drives everything we do.About Us Boston Managed IT is a fast-growing MSP serving businesses across Greater Boston. We support clients in healthcare, finance, legal, and professional services — keeping their technology running so they can focus on what they do best. We're expanding our team and looking for sharp, client-focused technicians who want to grow with us.
The Role As a Help Desk Technician, you'll be the first point of contact for our clients' IT needs. You'll resolve issues quickly, communicate clearly, and escalate intelligently — all while building relationships that keep clients confident in our service.What You'll Do Respond to and resolve help desk tickets via phone, email, and chat (hardware, software, networking, M365) Triage and escalate complex issues to Level 3 engineers when needed Perform onboarding/offboarding tasks: account setup, device provisioning, access management Document all incidents and resolutions in our ticketing system (ConnectWise / Autotask) Support clients on-site when needed across the Greater Boston area Monitor alerts and assist with proactive maintenance tasksRequirements What We're Looking For 1–3 years of IT support or help desk experience (MSP experience a strong plus) Working knowledge of Windows 11, Microsoft 365, Active Directory, and basic networking (DNS, DHCP, TCP/IP) CompTIA A+, Network+, or Microsoft certifications preferred Strong communication skills — you'll be client-facing daily Ability to manage multiple tickets simultaneously without dropping the ball Valid driver's license (on-site visits required) Nice to Have Experience with RMM tools (Datto, NinjaRMM, SuperOps) Familiarity with cybersecurity basics (MFA, EDR, phishing response) Exposure to HIPAA or SOC 2 environmentsBenefits Why Join Us Competitive salary + bonus health Paid certifications and training (we invest in your growth) Clear promotion path: L1 ? L2 ? L3 ? Engineer Base Salary $58K–$72K (L1 toward lower end, L2 upper end) Annual Bonus $2,000–$4,000 performance-based PTO Unlimited with prior approval Cert reimbursement Up to $1,500/year for CompTIA, Microsoft, etc. Hybrid flexibility 2 days in-office/field, 3 remote (where client allows)