HMH · 9 hours ago
Lead Technical Support Spec
Boston, MA
Full-time
Hybrid
Senior Level
$80K/yr - $100K/yr
5+ years expHMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a Lead Technical Support Specialist, you will serve as the primary escalation point for complex technical issues impacting HMH team members, leveraging your expertise to deliver advanced troubleshooting and ensure seamless operation of the organization’s technology stack.
Responsibilities
Advanced Technical Support: Act as the primary escalation point for Tier 1 and Tier 2 teams, delivering exceptional “white glove” support to on-site staff. Take full ownership of complex incidents and service requests, ensuring timely resolution in alignment with established SLAs
Hardware Management: Oversee the installation, configuration, troubleshooting, and repair of desktops, laptops (Windows and macOS), printers, and peripherals. Manage the full device lifecycle, including imaging, deployment, and decommissioning
Software & OS Expertise: Provide advanced support for Windows 10/11 and macOS environments, as well as enterprise applications such as Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online, and Office suite)
Endpoint Management: Utilize modern endpoint management tools (Microsoft Intune, JAMF) for device enrollment, compliance enforcement, configuration profiles, and application deployment
Documentation & Process Optimization: Create and maintain technical documentation, including SOPs and knowledge base articles. Identify and implement process improvements to enhance efficiency and user experience
Project Engagement: Contribute to IT initiatives such as hardware refreshes, office setups, and system upgrades. Lead small-scale projects as needed
Vendor Coordination: Collaborate with third-party vendors and service providers for equipment repairs and product evaluations
Qualification
Required
Bachelor's degree in computer science, Information Technology, or related field (or equivalent experience)
At least 5 years of experience in technical support or systems administration within an enterprise environment
3–5 years of hands-on IT support experience, with the ability to solve complex technical issues
Advanced proficiency in Windows 10/11 and macOS troubleshooting and support
Hands-on experience with Microsoft 365 administration and familiarity with Azure AD/Entra ID
Skilled in diagnosing and repairing desktops, laptops, and mobile devices (iOS/Android)
Solid understanding of TCP/IP, DNS, DHCP, VPN, and wireless connectivity
Strong analytical and problem-solving abilities, excellent communication skills, and a customer-focused mindset. Ability to work independently and collaboratively
Willing to travel 10–20% of the time
Preferred
Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Certified: Modern Desktop Administrator Associate
Experience with ITSM platforms (e.g., ServiceNow, Jira)
Familiarity with scripting languages (PowerShell) for automation
Commitment to knowledge sharing and mentoring junior staff
Understanding of security and compliance standards
Company
HMH
We are an adaptive learning company that empowers educators.
1001-5000 employees
H1B Sponsorship
HMH has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
Funding
Current Stage
Late StageCompany data provided by crunchbase