Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical support for employees in Lexington, Massachusetts. This Long-term Contract position is ideal for someone who enjoys solving day-to-day IT issues, supporting end users in person, and building broader exposure across desktop support operations. You will begin by focusing on ticket resolution and onsite assistance, with opportunities to take on additional projects and operational initiatives as you become established in the role.

Responsibilities:
• Deliver onsite deskside support three days per week, assisting users with hardware, software, and connectivity issues in a timely manner.
• Diagnose and resolve desktop, laptop, peripheral, and endpoint problems, escalating more complex issues when needed.
• Manage incoming service requests and incidents, ensuring accurate documentation, follow-up, and closure through the ticketing process.
• Set up and deploy devices, applications, user accounts, and access permissions to support new hires and ongoing business needs.
• Coordinate onboarding and offboarding activities, including equipment preparation, account access updates, and asset collection.
• Support core workplace technologies such as Microsoft 365, Active Directory/Entra environments, Zoom, and remote support tools.
• Perform break/fix support for end-user systems and maintain the readiness of workstations and related equipment.
• Identify recurring technical issues, investigate root causes, and recommend practical improvements to enhance support effectiveness.

Qualifications:

• At least 3 years of IT support experience, including Tier 1 and Tier 2 help desk or desktop support responsibilities.
• Hands-on experience supporting Windows environments, including Windows 10 and general Microsoft ecosystem tools.
• Working knowledge of Active Directory and hybrid identity environments such as Entra.
• Ability to troubleshoot independently, research unfamiliar issues, and apply sound technical judgment.
• Experience handling service desk tickets with clear documentation and strong customer support practices.
• Familiarity with provisioning hardware, software, peripherals, and user access for employee lifecycle events.
• Strong interpersonal skills and comfort providing face-to-face support to end users in an onsite setting.

Compensation

$23.75-$27.50 Hourly

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