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WeDriveU · 14 hours ago

Boston or Washington D.C. - Desktop Support Specialist

Greater Boston

Full-time

Onsite

Entry, Mid Level

2+ years exp

WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. The Desktop Support Specialist is responsible for providing Tier 1 and Tier 2 technical support to end users across the organization, ensuring efficient operations and excellent customer service.

Facilities Support ServicesLast Mile TransportationProfessional ServicesRide SharingSustainabilityTransportation

H1B Sponsor Likely

Responsibilities

Provide Tier 1 / Tier 2 desktop support in a Google Workspace environment (Gmail, Drive, Calendar, Meet, and Admin tools)

Troubleshoot end-user issues related to Google Chrome (performance, extensions, cache/cookies, sign-in, profile sync)

Support and configure Zoom (installation, updates, audio/video troubleshooting, meeting connectivity, camera/mic settings)

Diagnose and resolve network connectivity issues including Wi-Fi drops, DNS issues, VPN access, and slow internet performance

Assist users with Google account access issues including login problems, MFA/2-step verification support, and password resets

Manage the IT ticketing system by creating, prioritizing, assigning, and escalating tickets while ensuring SLA compliance

Document troubleshooting steps and resolutions clearly within the ticketing system to improve knowledge sharing

Support workstation setup and deployments including Chrome-based configurations and user profile setup

Troubleshoot common endpoint issues such as slow performance, application crashes, printing problems, and peripheral connectivity

Provide remote support via Zoom or remote desktop tools to resolve issues efficiently and minimize downtime

Support Chrome browser security best practices including safe browsing settings and approved extensions

Escalate complex issues to network/security teams and coordinate follow-up communications with users

Monitor ticket trends to identify repeat issues and recommend process improvements or user training opportunities

Maintain IT asset inventory (laptops, docks, monitors, headsets) and coordinate replacement/refresh requests

Deliver strong customer service by communicating clearly, setting expectations, and providing timely updates through ticket status changes

Manage IT incidents and service requests in Ivanti, ensuring all tickets, hardware requests, and HR-related submissions are completed within defined SLA timelines Prepare hardware for new hire requests, ensuring HR submissions are completed and equipment is ready prior to start date

Image new hardware for users, install necessary applications and configure local accounts for users

Configure and support printer devices and laptops, including driver updates and firmware updates Regulatory update printer drivers, latest firmware updates, …etc

Respond to all communications from the user community, partner organizations, and affiliated vendors via appropriate channels (zoom, Google chat/Video, Email, phone calls etc.)

Maintain accurate hardware inventory records and supporting documentation

Assist with the setup and basic configuration of access points and networking equipment under the guidance of senior IT or network teams

Qualification

Google Workspace AdminActive Directory ManagementCustomer ServicePrinter SetupWindows OSTicketing ManagementMS OfficeUnifi Network EquipmentMac OSMulti-taskingInterpersonal SkillsOrganizational SkillsTime Management

Required

Strong working knowledge of MS Office Software (Word, Excel, Outlook, PowerPoint, etc.) and transportation related software

2+ years' experience

Strong leadership skills and interpersonal skills

Strong organizational and group presentation skills

Well-developed multi-tasking and time management skills

Ability to provide direction, coaching and mentoring to employees while creating an environment that encourages and values input and feedback

Ability to respond to unanticipated events to ensure excellence in customer service

College level diploma in Computer Science or related disciplines

Google Workspace Admin experience - 1- 2 years experience

Active directory user and device management level

Net +, CompiTia +

Printer setup and troubleshooting

Windows OS

Customer service experience

Preferred

Unifi (Ubiquity) Network equipment

Mac OS

Ticketing management experience - Ivanti

Benefits

Exceptional Medical, Dental, Vision, and Life Insurance benefits

401(k) with 4% employer match

Financial Wellness Tool

Commuter Benefits

Employee Assistance Program (EAP)

Unlimited PTO

Paid holidays

Pet & Legal Insurance

On-the-job training and skills development

Internal transfer opportunities for career growth

Benefits vary by position and location

Company

WeDriveU

WeDriveU is a leader in transportation solutions specializing in corporate, university and hospital shuttles serving 9M U.S. passengers.

Founded in 1988

Burlingame, California, USA

5001-10000 employees

https://www.wedriveu.com

H1B Sponsorship

WeDriveU 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

2025 (2)