Job Description

Job Description

Service Desk Specialist / IT Support Specialist Overview

Ready to take the next step in your IT support career? Join Demoulas Super Markets, Inc., the company behind Market Basket, as a Service Desk Specialist (also known as IT Support Specialist, Help Desk Technician, or Desktop Support Technician) and be part of a growing, hands-on technology team in a fast-moving, essential industry.

This is an excellent opportunity to build your skills supporting end users across desktop systems, mobile devices, and business-critical applications. You'll troubleshoot real-time technical issues, assist with equipment deployments, and work on IT service requests in a structured, team-oriented environment.

You’ll serve as a technical escalation point for our Business Technology Support team, supporting team members when issues exceed Tier 1 scope. While not part of the front-line queue, you’ll play a key role in diagnosing, resolving, and escalating complex technical issues as needed. Your insights from escalated tickets will also help shape our knowledge management priorities, driving improvements in internal documentation, end-user training, and issue prevention.

This is a full-time, on-site IT support position in Andover, MA with future growth potential across infrastructure, networking, cybersecurity, and development.

Job Responsibilities:

• Provide Tier 1 and Tier 2 support to in-store associates, office employees, and warehouse staff
• Troubleshoot desktop operating systems (Windows 10/11, macOS, Linux), hardware, and mobile devices (iOS, Android)
• Assist with network support including wired and wireless connectivity, IP address/DNS/DHCP issues
• Handle service requests including password resets, software installations, and system access provisioning
• Deploy and configure desktops, laptops, and peripherals using imaging tools and internal standards
• Perform basic server support tasks (monitoring, patching, alerting) and escalate advanced issues
• Log and manage tickets using our ServiceNow IT service management (ITSM) platform.
• Use remote support tools and diagnostic software to resolve end-user issues
• Maintain and contribute to internal IT documentation and knowledge base

Skills That Matter:

• Help Desk Support / Technical Support Specialist / IT Technician
• Active Directory, Microsoft 365, ServiceNow, Endpoint Imaging, Remote Desktop
• ITIL processes, Ticket Management, User Support, Troubleshooting
• Computer Setup, Device Deployment, Network Support, Hardware Repair

Qualifications:

• 2+ years in a help desk, technical support, or IT support technician role (preferred)
• CompTIA A+ Certification or equivalent (required)
• Strong troubleshooting skills across hardware, OS, and connectivity
• Familiarity with enterprise systems such as Microsoft 365, Active Directory, and Intune
• Solid communication and customer service skills
• Ability to document work clearly and follow standard operating procedures

Why Join the Market Basket Team?

• 100+ Years of Stability – A family-owned company serving our community with a commitment to quality and affordability
• Career Growth Potential – Gain exposure to infrastructure, networking, cybersecurity, and development
• Local Opportunity – Conveniently located full-time IT job in Andover, MA
• Team-Oriented Culture – Join a supportive IT environment that values learning, service, and reliability
• Join a Successful Team – Consistently ranked among the top grocery chains, we’re investing in technology and the future. Be part of a company that’s built to last.

If you’re ready to grow your IT career in a fast-paced, supportive environment – apply today and become part of the technology team that powers one of New England’s most trusted supermarket chains.

Demoulas Super Markets, Inc. is an Equal Opportunity Employer. All applicants will receive consideration on qualifications, and without regard to Age, Race, Color, National Origin, Religion, Marital Status, Handicap or Disability, Sex, Sexual Orientation, Gender, Gender Identity, Gender Expression, Military or Veteran Status, or any other protected group under the law.

Company Description

Demoulas Super Markets, Inc. operating for over 100 years, is a leader in the grocery industry with 90+ retail stores and three distribution centers currently spanning Massachusetts, New Hampshire, Maine and Rhode Island. Operating under the Market Basket and MB Spirits banner, our team focuses on providing great customer service and quality products, at “More for Your Dollar” prices in the greater communities we serve.

Company Description

Demoulas Super Markets, Inc. operating for over 100 years, is a leader in the grocery industry with 90+ retail stores and three distribution centers currently spanning Massachusetts, New Hampshire, Maine and Rhode Island. Operating under the Market Basket and MB Spirits banner, our team focuses on providing great customer service and quality products, at “More for Your Dollar” prices in the greater communities we serve.