Desktop Support Analyst

Description

This role is responsible for supporting the productivity of end users in their daily work. This individual will work onsite 100% as the primary Tier 1 Technician for the Needham office. S/he will join a Global IT Support Team with 3 onsite colleagues in Needham, 5 onsite colleagues in Vancouver, BC, and an outsourced Tier 1 remote service desk. The team supports laptops, mobile devices, Lab PCs, Microsoft 365, conference room A/V systems, and print/copy management. The IT Service Desk Technician will be responsible for executing operational processes, such as onboarding, offboarding, hardware asset management, software asset management, directory administration, and event support. S/he will contribute to documentation, training, process improvement initiatives, and will also perform remote support.

This position reports to the Director, End User Computing and will be located in the Needham, MA office location.

RESPONSIBILITIES:

• Serve as the primary onsite point of contact for walkup IT incidents and requests in accordance with ticket procedures.

• Provide exceptional customer service while performing technical troubleshooting desk-side, in conference rooms, in the server room, and remotely over the phone.

• Work collaboratively with other members of the IT team to identify the root cause of technical issues and develop solutions to prevent them from recurring in the future.

• Deploy, configure, maintain, repair, and upgrade computer hardware and peripherals.

• Maintain inventory of all onsite hardware and software licenses

• Install, repair, update, or uninstall desktop software.

• Perform directory administration and enterprise application access tasks.

• Serve as “remote hands” in the Needham Server Room for network, server, and storage tasks, at the direction of Infrastructure Team

• Troubleshoot a wide range of computer hardware and software issues, in consultation with more experienced team members.

• Routinely test workplace systems, such as A/V equipment, copiers/printers, and the visitor kios

• Setup desks for new hires and assist with office moves

• Setup and support video/tele-conference equipment for meetings and events

• Write, review, and revise end-user knowledge base articles and process documentation.

• Provide end user training with office software, email, desk phones, mobile devices, web/video conferencing, and policy awareness.

Additional Skills & Qualifications

· Degree or diploma in Computer Science, Information Technology or like field.

· 2-3 years of experience or equivalent in education and experience.

· Aptitude for troubleshooting complex technical problems.

· Proficiency in working with and configuring Microsoft Windows Desktop OS, Active Directory, and Group Policy.

· Expertise in the use and management of Microsoft Teams, SharePoint, and other M365 apps/services.

· Experience with Microsoft management tools such as Entra ID and Intune.

· Outstanding customer service skills – both in-person and remotely via phone/chat support.

· Excellent written and oral communication skills with the ability to explain technical concepts to non-technical audiences.

· Experience with ServiceNow and ITIL processes is preferred.

· Ability to work overtime onsite for infrastructure support.

Job Type & Location

This is a Contract position based out of Needham, MA.

The pay range for this position is $30.00 - $36.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Needham,MA.

This position is anticipated to close on Jan 17, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.