Job Description & Details
This is a hands-on, face-to-face IT site support role based in Cambridge, MA, where you will act as the go-to technical lifeline for local employees, conference rooms, and site operations. If you enjoy solving physical hardware issues, fixing stubborn network drops, and helping non-technical users navigate daily tech frustrations without hiding behind a remote screen, this gig keeps you actively engaged.
What You'll Actually Be Doing
Your day-to-day will be a mix of triage, ticket management in ServiceNow, and physical deployments. You will handle everything from onboarding new hires with configured Windows and Mac laptops to troubleshooting complex audio-visual issues in Microsoft Teams and Zoom conference rooms right before high-stakes executive town halls. You'll also manage asset lifecycles, configure peripherals, patch network cables, and coordinate closely with regional and global infrastructure teams when deeper network or security problems arise.
The Core Tech Stack
You need a solid foundation in Windows 10/11 and macOS/iOS support, alongside strong Microsoft 365 administration (Outlook, Teams, OneDrive, Entra ID). Because this is a physical site support role, hands-on experience with hardware diagnostics, imaging, ServiceNow ticketing, and basic networking concepts like TCP/IP, DNS, DHCP, and VPN troubleshooting are absolute must-haves. Familiarity with Crestron or similar conference room AV control systems will make you instantly effective here.
Interview Expectations
Expect the hiring manager to test your systematic troubleshooting methodology by walking you through a scenario where a VIP executive's laptop suddenly disconnects from the VPN right before a live broadcast. They want to see how you remain calm under pressure, prioritize incidents by impact, and translate technical jargon into clear, reassuring steps for the user. Another common focus will be your hands-on experience with AV equipment and meeting room readiness checks.
Application Advice
To make it past the ATS screening, make sure your resume explicitly highlights keywords like ServiceNow, endpoint computing, hardware imaging, Microsoft 365, and active directory fundamentals. Instead of just listing job duties, use your summary to emphasize your customer-service mindset and real-world experience managing physical IT assets and live-event technical support in a fast-paced environment.