Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to deliver hands-on technical assistance in Boston, Massachusetts within a primarily Windows-based environment. This Long-term Contract opportunity is expected to begin in early June and continue through the end of summer, with the potential to extend into the fall or winter. The role is well suited to a Level II support analyst who combines strong troubleshooting expertise with a customer-focused approach and can work effectively in an onsite office setting.

Responsibilities:
• Provide in-person deskside support three days per week, resolving day-to-day hardware, software, and user access issues for office staff.
• Take ownership of higher-level support requests, investigate complex problems, and drive tickets through to completion with clear follow-up.
• Troubleshoot business applications and restore functionality by diagnosing user-reported issues and applying appropriate fixes.
• Install, remove, and reconfigure approved software on end-user devices while maintaining compliance with internal IT standards.
• Support employee onboarding and offboarding activities, including account setup, device preparation, and access changes.
• Maintain and troubleshoot conference room technology and audiovisual equipment to ensure meetings run smoothly.
• Administer and support core Microsoft technologies such as Office 365, Windows 10/11, Active Directory, Intune, Defender, and Duo.
• Document work performed in the ticketing system and contribute to additional onsite support tasks as business needs evolve.• At least 3 years of desktop support, help desk, or onsite IT support experience in a structured environment.
• Strong technical knowledge of Windows 10 and Windows 11, with the ability to diagnose and resolve end-user issues efficiently.
• Practical experience supporting Microsoft 365 and Active Directory in a Level II support capacity.
• Familiarity with Microsoft endpoint and security tools, including Intune and Defender, as well as authentication platforms such as Duo.
• Experience using ticket management platforms such as ServiceNow or comparable ITSM systems.
• Ability to support conference room technology, audiovisual tools, mobile devices, and both Windows and Mac-based systems.
• Excellent communication skills and a helpful, approachable service style when assisting employees and stakeholders.
• Proven ability to work independently and manage onsite support responsibilities in a smaller office environment.