Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to deliver hands-on technical assistance for end users in Cambridge, Massachusetts within the health pharm/biotech sector. This Long-term Contract position is ideal for someone who enjoys face-to-face support, thrives in an onsite environment, and can provide dependable service across desktop, account, and collaboration technologies. You will join a collaborative support team and help maintain a productive user experience for employees across multiple local offices and remote staff.

Responsibilities:
• Provide onsite desktop and walk-up kiosk support for employees, resolving technical issues in a timely and thorough manner.
• Diagnose and fix hardware, software, and operating system problems across Windows 10 and Windows 11 environments.
• Manage user account support through Active Directory, including password resets, account unlocks, and related access assistance.
• Assist end users with Microsoft 365 applications and support collaboration tools such as Zoom and Microsoft Teams.
• Handle service requests and incidents through ServiceNow, addressing a range of Level 1 to Level 2.5 support needs.
• Deliver hands-on troubleshooting for devices and user workstations to restore functionality and minimize downtime.
• Support technology initiatives such as Windows 11 rollout activities, Intune deployment, and patch management efforts using endpoint tools.
• Provide technical assistance to users across multiple Cambridge, Massachusetts locations as well as remote team members.
• Collaborate with a larger desktop support group to ensure consistent service delivery for a high-volume user population.

Qualifications:

• 3-5 years of experience in desktop support, service desk, or end-user technical support roles.
• Proven background providing Level 2 Windows desktop support in enterprise environments.
• Strong working knowledge of Windows 10, Windows 11, Active Directory, and Microsoft 365.
• Experience troubleshooting user issues related to desktop systems, access management, and common business applications.
• Familiarity with ticketing systems such as ServiceNow for documenting and managing support requests.
• Ability to communicate clearly and professionally in person while supporting a customer-facing onsite environment.
• Experience supporting Zoom and Microsoft Teams in a business setting.
• Exposure to Mac OS is a plus.

Compensation

$27.71-$32.09 Hourly

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