Service Desk Technician

US - MA - Boston


US - MA - Boston


Information Technology

Rapid7 is a leading provider of security data and analytics solutions that enable organizations to implement an active, analytics-driven approach to cyber security. We combine our extensive experience in security data and analytics and deep insight into attacker behaviours and techniques to make sense of the wealth of data available to organisations about their IT environments and users. Our solutions empower organizations to prevent attacks by providing visibility into vulnerabilities and to rapidly detect compromises, respond to breaches, and correct the underlying causes of attacks. Rapid7 is trusted by more than 9000 organisations across the globe, including 48% of the Fortune100. To learn more about Rapid7 or get involved in our threat research, visit​.

Role Overview

Rapid7 is looking for a creative, high-energy, motivated individual to join our savvy service experience team who understands that technology is meant to empower people. We change and pivot at a rapid pace so the ability to be adaptable will be a great asset to the team. You will be part of a community which is fanatical about security and on a mission to make an impact in the global technology ecosystem. 

At Rapid7 you will: 

  • Be challenged everyday as you use new and existing tools and technologies to resolve problems

  • Act as single point of contact, recording necessary requests, triaging and providing local and remote support to our internal business partners globally

  • Onboard new moose following our global onboarding process with great focus on new hire experience

  • Be supported and encouraged to develop technical skills and get certified in areas that interests you and take disciplined risks

  • Collaborate with extended teams on noteworthy projects

  • Configure, test and deploy workstations

  • License management and account creation

  • Be a key team member with implementing new processes, procedures and releases

  • Be a part of a culture of overall wellness within our office

What you will bring:

  • 2+ years of experience in an IT Service Desk/ Help Desk capacity

  • Strong endpoint skills, instincts and fundamentals for Mac, Windows and Linux

  • Proficient in SaaS applications such as Okta, GSuite, Slack, DialPad and Zoom or similar apps as well as Active Directory experience

  • Experienced in remote deployment and MDM systems - ie Jamf, Automox or similar

  • Demonstrable experience in incident management, troubleshooting and remote assistance

  • Strong documentation skills

  • Good level of understanding of license management, asset management and tracking

  • Exposure to virtualized computing environment - ie VMware or similar

  • Creative approach to problem solving; divergent thinking

  • Self-starter with exceptional interpersonal skills focusing on rapport building and user experience

  • Inquisitive and excited to learn and try new technologies

  • Has a strong desire to continually learn and grow professionally

  • Working for a global company and being flexible with your work schedule to support different time zones