Helpdesk / IT Support Technician - Contract to Hire
Summary
Wave Analytica is seeking a Helpdesk / IT Support Technician to provide end-user and device support for clients in the areas of Rhode Island and Southern MA. This role focuses on troubleshooting day-to-day technology issues, assisting users with software and hardware problems, and ensuring reliable operation of workplace technology systems. The ideal candidate is a customer-focused IT professional comfortable supporting end users, troubleshooting Windows systems, and assisting with common cloud and network issues. This position will work closely with Wave Analytica leadership and client stakeholders to ensure employees can reliably access the technology they need for day-to-day operations. Below are the key responsibilities: Helpdesk & End User Support:
- Provide remote support for end-user workstation issues
- Troubleshoot common desktop problems including slow systems, login issues, and application errors
- Install and update software on Windows devices
- Assist users with Microsoft 365 applications such as Outlook, Teams, and OneDrive
- Troubleshoot printer, scanner, and peripheral device issues
- Manage user onboarding and offboarding, including account setup and device configuration
- Respond to support requests and maintain documentation of issues and resolutions
Device Management & System Support:
- Assist with workstation setup, configuration, and lifecycle management
- Apply operating system updates and security patches to end-user devices
- Support endpoint management tools such as Microsoft Intune when applicable
- Maintain device inventory and assist with hardware troubleshooting
- Coordinate device replacement or repair when necessary
Basic Network & Connectivity Support:
- Troubleshoot basic network connectivity issues including WiFi and VPN access
- Assist users with remote access and connectivity problems
- Escalate more complex network issues to the Network & Systems Administrator
- Support basic troubleshooting of internet connectivity and local network issues
Cybersecurity & User Awareness:
- Assist with monitoring endpoint security alerts when applicable
- Help enforce security policies such as multi-factor authentication and password standards
- Support basic malware or phishing incident response procedures
- Educate users on cybersecurity best practices and safe technology use
Documentation & Support Coordination:
- Maintain documentation of support issues, resolutions, and common troubleshooting procedures
- Assist with maintaining device inventories and user access records
- Escalate complex issues to senior engineers when necessary
- Contribute to improving internal support documentation and knowledge bases
Required Qualifications:
- 2+ years of experience in IT support, helpdesk, or technical support roles
- Strong troubleshooting skills across Windows systems and common business software
- Experience supporting Microsoft 365 applications such as Outlook, Teams, and OneDrive
- Experience assisting end users with hardware and software issues in a business environment
- Strong communication and customer service skills
Preferred Qualifications:
- Familiarity with Microsoft Intune or endpoint management tools
- Experience supporting remote access tools or VPN connectivity
- Basic understanding of networking concepts such as WiFi and TCP/IP
- Experience with IT ticketing systems or support platforms
- Relevant certifications such as CompTIA A+, Microsoft Modern Desktop Administrator, or similar certifications
Work Arrangement: This is a part-time 1099 independent contractor position supporting client environments on an ongoing basis. Estimated hours will range 10–20 hours per week depending on support demand. Work will primarily be performed remotely, with occasional onsite support required for client locations in Rhode Island. Apply tot his job Apply To this Job