Boston or Washington D.C. - Desktop Support Specialist

WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. WeDriveU operates private shuttle and public transit systems across the U.S serving millions of passenger journeys a year. The company's 5,500+ team members operate 4,000 vehicles across 55 U.S. locations, providing safe, reliable and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents. Visit wedriveu.com to learn more about our company, clients and career opportunities.

Job Description:

The Desktop Support Specialist is responsible for providing Tier 1 and Tier 2 technical support to end users across the organization. The right candidate will thrive in a fast-paced environment, as the company expands their presence in the dynamic transportation marketplace.

Duties and 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

Skills Required and Physical Demands:

• 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.

Education and Qualifications:

• College level diploma in Computer Science or related disciplines

Hard requirements:

• 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 requirements:

• Unifi (Ubiquity) Network equipment

• Mac OS

• Ticketing management experience - Ivanti

We Offer

Physical Health

• Exceptional Medical, Dental, Vision, and Life Insurance benefits

Financial Health

• Competitive compensation packages

• 401(k) with 4% employer match

• Financial Wellness Tool

• Commuter Benefits

Emotional Health

• Employee Assistance Program (EAP)

• Unlimited PTO

• Paid holidays

• Pet & Legal Insurance

Personal Development

• On-the-job training and skills development

• Internal transfer opportunities for career growth

*Benefits vary by position and location

WeDriveU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment free of discrimination or harassment where thoughts and ideas of all employees are appreciated and respected. We value excellence and recognize that by respecting the diverse backgrounds, skills, and perspectives of our workforce, we will sustain a competitive advantage and remain an employer of choice. We also see diversity as more than policies; it is imperative for enabling us to attract, retain and develop the best talent available.