Dell IT End User Support Technician in Franklin, Massachusetts

IT End User Support Technician

Location: Hopkinton, MA or Franklin, MA

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as an IT End User Support Technician on our Site Services team.

Dell Digital is a world-class IT organization that employs 5000+ across the globe. We are focused on driving business transformation, superior customer satisfaction, and revenue growth through innovation and cutting-edge technology that leverages traditional ERP, as well as cloud, analytics, mobile, and social solutions.

General Summary:

As part of our Site Services team, the IT End User Support Technician provides technical support and training for personal computer and PC networks for internal employees within Dell’s Massachusetts locations (Franklin, Hopkinton, Southborough, Bedford, Newton and Cambridge). Assists users in solving problems using available hardware and software tools. Supports, installs, and maintains personal computers, local area networks, operating systems, software, and related IT sanctioned peripherals. Responsible for installation and maintenance of moderately complex hardware/software systems and supporting larger user groups.

Principal Duties and Responsibilities:

  • Diagnoses problems and fully supports (installs, troubleshoots, configures and repairs) a variety of internal and third party applications for client workstations and servers in both the desktop and lab environments

  • Supports and troubleshoots hardware/software applications

  • Assists in testing applications, service packs, and patches prior to corporate-wide release

  • Performs preventive maintenance; tests and repairs equipment

  • Evaluates system configuration and software to ensure effective use of hardware resources

  • Responsible for imaging and software installs on end user devices

  • Performs data and/or application backup and verification as necessary

  • Utilizes call tracking system (Service Now) to log/update/close tickets, prioritizes issues and brings customer problems to full resolution; identifies incorrect process flows within Service Now and coordinates changes as appropriate

  • Manages local IT equipment in the global Asset Management database; consults with Global Real Estate & Facilities team in preparation of cabling and design for Facilities projects

  • Collaborates with other IT Support groups

  • Contributes to process improvements; assists in identifying and documenting process/procedure changes and/or entering technical solutions in the internal knowledge base

  • Implements and installs Voice/Telecom systems, voice messaging system and deploys new phone and voice mail extensions

  • Troubleshoots, traces, and repairs connectivity problems from the jack to the Patch/PBX panels in both LAN/WAN and telecom environments

  • Recommends hardware and software solutions to the customer and the business unit

  • Provides outstanding customer service to the user community and effectively manages their business needs



  • Typically requires 3+ years of related experience with a Bachelor’s degree; or equivalent work experience

  • Solid “hands-on” experience managing end-user computing environment including troubleshooting and hardware replacement experience

  • Experience managing roadmap and executing transformational types of projects in end user computing environment

  • Experienced technician able to diagnose problems and fully support (install, troubleshoot, configure and repair) a variety of internal and third party applications for client workstations and servers in both the desktop and lab environments

  • Solid knowledge base of Windows 7 and/or Windows 10 as well as Microsoft Office suite applications; working knowledge of Microsoft Exchange

  • Highly skilled in hardware, software and/or operating systems environment

  • Experience doing break/fix hardware support

  • Good knowledge of appropriate networks, products and protocols

  • Possesses an understanding of protocols (TCP/IP and subnetting) and basic commands from the command prompt (ipconfig, tracert, etc.)

  • Strong troubleshooting skills

  • Excellent communication and customer service skills

  • Strong organizational and prioritization skills, ability to juggle and track many tasks and complete them in a timely manner

  • Intellectual curiosity and desire to learn new technologies

  • Ability to work well as part of a team, sharing research, knowledge and best practices with team members

  • Must be able to participate in on-call rotations

  • Must be legally authorized to work in the US with no restrictions; visa sponsorship not offered with this position

Preferred/Nice to Have:

  • Experience providing end user support in a large corporate environment

  • CompTIA A+ certification

  • Experience with Service Now

  • ITIL concepts

  • Experience with Active Directory

  • Experience working with VPN; experience with RSA tools a plus


We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here .