IT Helpdesk Specialist

Earnix • Boston, MA, USA • $85k - $100k / year • 1d ago

Why This Job is Featured on The SaaS Jobs

This Helpdesk Specialist role stands out in a SaaS environment because it sits at the intersection of employee experience and operational reliability. As the primary IT contact for a single office while partnering with a global IT function, the position reflects a common SaaS operating model where distributed teams rely on consistent tooling, identity management, and standardized device practices across locations.

For a SaaS career, the day-to-day scope builds durable platform fluency rather than narrow break fix work. Ownership of onboarding and offboarding, MDM administration, and ticketing workflows translates well to modern SaaS IT and Security teams, where endpoint management and access controls are tightly coupled. Exposure to Microsoft 365, Entra ID, Intune, and Kandji also maps to the toolchains many subscription businesses use to scale securely and keep internal systems auditable.

The role is best suited to someone who prefers clear accountability and enjoys being the local operator who makes systems dependable for everyone else. It will fit a practitioner who can switch between hands-on troubleshooting, documentation, and process follow through, and who values structured collaboration with a remote, global team while maintaining strong on-site presence.

The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.

Job Description

Description

What you'll do:

Serve as the primary IT point of contact for the Boston office, providing both in-person and remote support

Handle new hire onboarding, laptop allocation, setup, and getting employees up and running on day one

Manage offboarding processes for departing employees

Prepare and ship laptops and equipment to remote employees across the US

Work the global ticketing system, resolving issues and prioritizing requests alongside the global IT team

Own the office meeting rooms, ensuring A/V and conferencing systems (Teams) are always ready and working

Take responsibility for office networking, wired and wireless connectivity

Troubleshoot and resolve hardware and software issues across Windows and macOS

Manage and maintain IT inventory and assets for the office

Support day-to-day software, applications, and office technology needs

Follow and help enforce IT security policies, handling sensitive data responsibly in line with company and industry compliance standards

Create and maintain IT documentation and knowledge base articles for users and the global team

You'll excel by:

Being self-sufficient and taking full ownership of the office's IT needs, a true one-person operation backed by a global team

Delivering excellent customer service with a focus on problem-solving

Communicating clearly and building strong relationships with employees at all levels

Working well under pressure, prioritizing tasks, and meeting deadlines

Being a reliable team player who can also work independently in a fast-paced global environment

Requirements

What you'll bring:

2+ years of experience in a Helpdesk or IT support role

Hands-on experience supporting Windows and macOS in a domain environment

Experience administering Microsoft Intune and Kandji MDM platforms

Experience with Entra ID (Azure AD) and Microsoft Office 365 administration

Experience working with a ticketing/ITSM system (e.g., Jira Service Management or Freshservice)

Good understanding of networking (wired and wireless)

Experience with onboarding/offboarding and asset management

Salary Range:

$ 85,000-100,000 per year

Position Intro

Join our rapidly growing team in an AI-driven leading fintech company serving the insurance and banking industries. We're looking for a talented and service-oriented IT Helpdesk Specialist to be the face of IT in our Boston office, supporting our Boston-based team as well as US-based remote employees.

In this role, you'll be the go-to person for all office IT needs, providing hands-on support in the office and remotely, while working as part of our global IT team. You'll play a vital role in ensuring the smooth day-to-day operation of our office technology and in delivering an excellent experience to every employee, from their first day onward. This is a primarily on-site role based in our Boston office, reporting into the global IT team.