Help Desk/desktop Support Analyst

Help Desk/Desktop Support Analyst

We are looking for a skilled Help Desk/Desktop Support Analyst to join our team in Cambridge, Massachusetts. This long-term contract position offers the opportunity to provide essential IT support to a dynamic organization within the Health Pharm/Biotech industry. The role involves in-person interaction and requires relevant experience, attention to detail, strong technical skills, and excellent communication abilities.

Responsibilities:

• Provide Level 2 support for Windows desktop environments, including troubleshooting issues with Windows 10 and Windows 11.
• Manage user accounts through Active Directory, including password resets and account unlocks.
• Offer technical support for Microsoft Office 365, Zoom, and Microsoft Teams.
• Address service requests and incidents using ServiceNow for ticket management.
• Perform hands-on troubleshooting for hardware and software issues, ensuring swift resolution.
• Support walk-up IT kiosks and assist end users in person across multiple buildings.
• Collaborate on projects such as migrating to Windows 11, implementing Intune, and deploying Manage Engine for patch management.
• Handle remote tickets for non-local users and provide seamless IT assistance.
• Work closely with a team of 9-10 support staff, following guidance from team leads and established protocols.
• Contribute to maintaining a high level of service for approximately 1,000 end users across two buildings.

Requirements:

• Minimum of 3 years of experience in desktop support or related IT roles.
• Proficiency in Windows desktop environments, including Windows 10 and Windows 11.
• Strong knowledge of Active Directory administration and Office 365 support.
• Familiarity with Zoom and Microsoft Teams for troubleshooting and user support.
• Experience with ServiceNow or similar ticketing systems.
• Ability to perform hands-on technical troubleshooting for hardware and software.
• Effective communication skills and ability to interact in person with diverse users.
• Knowledge of Mac OS and Apple devices is a plus.