IT Help Desk Support Specialist


IT Help Desk Support Specialist JOB-4332

Location: Onsite M-Fri; Canton, MA

Employment Type: 4-month Contract

Compensation: $28-$35/hr.+, Based on experience

*Note: For this position, we are unable to provide visa sponsorship and unable to work with 3rd parties. *

Capstone IT is assisting our client, a leading insurance company, in hiring a Help Desk Support Specialist for a 4-month contract onsite role in Canton, MA. This position combines expertise in tier-1 technical support for software, hardware, and network-related issues with excellent customer service. Responsibilities include acting as the first point of contact for customers seeking technical assistance via phone, in-person, or email. The ideal candidate will have excellent communication skills, a strong ability to diagnose and resolve technical problems, and experience in technology deployment, maintenance, and upgrade projects in a team-based environment.


  • Provide tier 1 technical support for software, hardware, and network-related issues, acting as the first point of contact for technical assistance via phone, in-person, or email.
  • Respond promptly to customer inquiries and technical issues, train and assist customers with proprietary and third-party software, and guide end users through troubleshooting software and hardware issues.
  • Install, modify, and repair computer hardware, software, printers, AV equipment, and other peripherals, performing routine maintenance on phones, computers, printers, scanners, and network systems, and updating computer hardware and software in alignment with business needs.
  • Maintain databases, ensure system security, and administer new user accounts, email addresses, and access levels for new employees.
  • Resolve network-related issues, maintain network systems, and document all relevant information, including customer impact, problem symptoms, and status updates in a timely manner.
  • Communicate effectively within the IT department and with customers throughout the resolution process, resolving technical problems and requests efficiently without reassignment or escalation, adhering to service desk time parameters, and identifying and escalating issues requiring urgent attention.
  • Maintain inventory for computer hardware, printers, and other peripherals, dispose of obsolete equipment following established guidelines, and stay updated with system information, changes, and updates.
  • Conduct new hire technical orientations and equipment setups, inform management of recurring problems, and assist with IT-related projects as directed.
  • Respond productively to changes and handle additional duties as required.


  • Bachelor’s degree in Information Technology or a related field (preferred).
  • Minimum of 2+ years of experience in an IT help desk or desk-side environment.
  • Proficiency in Windows Operating Systems, Microsoft Office Suite, Microsoft Teams, and IT support tools like Zendesk or ServiceNow.
  • Strong communication skills and the ability to work independently in a fast-paced environment.
  • Experience with Help Desk support tools and knowledge of (Active Directory, Intune, Configuration Manager, Smart Deploy, LAN, WAN, and wireless networks).
  • Ability to configure and maintain AV equipment.
  • Self-driven, highly organized, and capable of managing multiple priorities in a fast-paced environment.
  • Certification in CompTIA A+ (required)
  • Microsoft Certifications (e.g., Microsoft 365, Microsoft Office Specialist, Microsoft Endpoint Configuration Manager)
  • CompTIA Network+ Certification (preferred)
  • Ability to lift up to 30 lbs. and meet the physical demands of the position, which includes standing, bending, and stooping.


Capstone IT is an EEO Employer

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