IDS is looking for a Desktop Support/Helpdesk support person to support their day-to-day operations. This is an opportunity to perform as a technical expert on infrastructure projects. This full-time role requires remote support work five (5) days a week from Monday – Friday. Two days will be onsite at the client location in Waltham, MA, and Three days will be remote support.

Position Description


  • General Networking knowledge of LAN/WAN/WLAN setups and concepts
  • Strong understanding of Active Directory
  • Experience with Cisco Meraki cloud switches and Wifi Access Points.
  • Experience performing remote helpdesk support work
  • Experience and ability to work in a high-stress/fast-paced environment
  • Person must be Fluent in English.
  • Experience with the Kaseya BMS ticketing/Kaseya RMM tool is desired.
  • Experience working with Trend Micro Antivirus
  • Since this is a telework position, all candidates must have high speed internet access
  • Proficient in troubleshooting and resolving problems on desktop computers, laptop computers, and/or applications or software for customers
  • Technicians: 1 to 3 years of relevant experience


  • Build and Deploy Win10/11/iMac machines with attention to deployment details to ensure a positive End User Experience
  • Installation, monitoring, and service of the desktop hardware, software, and peripherals
  • We’re looking for someone who is comfortable handling complex end-user support issues and providing support to team members by focusing on restoring service to the end-users
  • Patching servers and desktops with windows updates.
  • Troubleshoot end-user issues: Provide root-cause analysis on various web and mobile
  • applications; handle escalated tickets relating to server/network-related issues
  • Maintain hardware and peripherals inventory
  • Responsible for working with vendors to replace or upgrade computer parts.
  • Handle documentation and asset inventory
  • Document specific IT procedures
  • Oversee the provision of critical and essential infrastructure services to both locations in the same building.
  • Assist in deploying IT operation standards, processes, and procedures
  • Experience with Sonicwall/Fortinet firewalls.
  • Define and produce operational metrics on systems and network performance
  • Working knowledge of Servers (2012 to 2019) and Vmware ESXi.
If interested, please ping me or contact me at with current resumes.
Thank you for your interest in becoming part of our dynamic team here at Info Driven Solutions. To submit a job application, kindly fill out the form below with the necessary information. One of our personnel will get back to you as soon as possible.