Help Desk/desktop Support Analyst

Help Desk/Desktop Support Analyst

We are looking for a skilled Help Desk/Desktop Support Analyst to provide high-quality technical assistance across multiple locations in Boston, Massachusetts. This long-term contract position requires a proactive, detail-oriented individual with strong expertise in Level 2 Desktop Support and a passion for delivering exceptional customer service. The role involves supporting both Mac and Windows environments, troubleshooting hardware and software issues, and ensuring smooth operation of IT systems.

Responsibilities:

• Deliver onsite IT support services three days a week at a pharmaceutical company and one day a week at another client location.
• Diagnose and resolve technical issues related to computers, networks, and software in Mac and Windows environments.
• Provide advanced troubleshooting and support for Office 365, Azure Active Directory, and Okta systems.
• Manage and resolve service desk tickets promptly, ensuring minimal disruption to users.
• Maintain and support printers, conference room technology, and audiovisual equipment.
• Collaborate effectively with team members to address IT challenges and improve system efficiency.
• Demonstrate a customer-centric approach while assisting users with technical issues.
• Ensure proper documentation of issues, solutions, and updates within the ticketing system.
• Stay updated on the latest AV and IT technologies to provide effective support.
• Organize and prioritize tasks to meet deadlines and client expectations.

Requirements:

• Minimum of 3 years of experience in Level 2 Desktop Support roles.
• Proficiency in supporting Mac and Windows operating systems, including Windows 10 and 11.
• Strong working knowledge of Office 365, Azure Active Directory, and Okta.
• Experience with troubleshooting printers, conference room setups, and audiovisual systems.
• Familiarity with ticketing systems and service desk workflows.
• Excellent verbal and written communication skills.
• Strong interpersonal abilities and a customer-focused mindset.
• Reliable and organized with effective time management skills.