Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical assistance for end users in Newton, Massachusetts. This fully onsite role supports a primarily Windows environment with some Mac devices and is ideal for someone who communicates clearly, thinks critically, and enjoys solving day-to-day technology issues. The team is seeking additional support due to increased demand, making this a great opportunity for an IT specialist with at least two years of experience in desktop and help desk support.

Responsibilities:

• Deliver onsite technical support for desktops, laptops, and related hardware in a predominantly Windows environment with some Mac systems.

• Diagnose and resolve everyday user issues involving operating systems, software, connectivity, and peripheral devices.

• Manage incoming service requests, document work performed, and follow incidents through to completion using the ticketing system.

• Support user account access and directory-related tasks, including basic administration within Active Directory.

• Set up, configure, and maintain workstations to ensure employees have reliable access to required tools and applications.

• Communicate with end users in a clear and approachable manner to clarify issues and provide timely updates on resolution progress.

• Collaborate with internal IT team members to address support volume and maintain consistent service levels across the organization.

Qualifications:

• At least 2 years of experience in help desk, desktop support, or a similar end-user support position.
• Practical experience supporting Microsoft Windows 10 and general Microsoft desktop environments.
• Working knowledge of Active Directory for routine user and access-related support tasks.
• Strong troubleshooting skills with the ability to identify and resolve common hardware and software issues.
• Experience handling and prioritizing service desk tickets in a structured support environment.
• Clear verbal and written communication skills with a detail-oriented, customer-focused approach.
• Comfortable working fully onsite and providing direct, in-person technical assistance to users.

Compensation

$60,000.00-$68,000.00 Yearly

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