IT Service Desk Specialist

IT Service Desk Specialist

As an IT Service Desk Specialist, you will be a key member of the IT Operations team, providing frontline technical support to employees across the organization. You will bring curiosity, a passion for technology, and a strong customer-service mindset to a fast-paced, collaborative environment. The ideal candidate is an effective communicator who enjoys solving problems and continuously learning new technologies.

Essential Job Functions

• Provide technical support by troubleshooting and resolving issues submitted through the IT ticketing system
• Manage and resolve service desk tickets in a timely manner, coordinating with employees to identify root causes and solutions
• Collaborate with other members of the IT team to diagnose and resolve more complex technical issues
• Escalate issues as needed while maintaining clear communication and ownership

Required Knowledge, Skills, and Abilities

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent practical experience
• Strong customer service skills, preferably gained in a professional work environment
• Excellent written and verbal communication skills
• Ability to prioritize tasks effectively and manage time in a dynamic environment
• Professional demeanor with strong interpersonal and teamwork skills
• Working knowledge of Windows and macOS operating systems, as well as mobile platforms (iOS and Android)
• Experience with Google Workspace preferred
• Prior troubleshooting experience is a plus but not required

What You Will Get to Do

• Gain hands-on experience solving real-world technical challenges in a dynamic IT environment
• Work with and support technologies including Okta, Google Workspace, Microsoft 365, Netskope, Cisco Meraki, KnowBe4, JAMF, and Intune
• Receive mentorship from experienced IT professionals to support your technical and professional development
• Develop insight into how IT Operations supports and enables the broader business

Working Hours

• Hybrid schedule with on-site presence in our Boston office
• Occasional early or late hours may be required to support team coverage

Working Environment

• Professional office environment
• Primarily indoor work involving sitting and standing
• Assigned workstation provided

Compensation

RA Capital Management is committed to fair and equitable compensation practices. Pay for this position will be based on experience, skills, qualifications, and current market conditions.

In addition to base salary (listed below), employees may be eligible for performance-based bonuses and a comprehensive benefits package that includes health insurance, retirement contributions, and paid time off.

Total Rewards

We take pride in offering a comprehensive employee benefits program as a key part of overall compensation. Our Total Rewards include:

• Employer-paid monthly premiums for health, dental, and vision coverage
• Wellness benefits and programs to support physical and mental well-being
• Resources and perks that enhance work-life balance and financial security

We’re dedicated to helping our employees thrive professionally and personally. Massachusetts base pay range

$70,000—$90,000 USD

RA Capital is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.