Job Description
Job DescriptionWe are looking for a skilled Desktop Support Analyst to join our team in Boston, MA. As a key member of the IT department, you will provide comprehensive support for hardware and software systems, ensuring seamless operations in a hybrid work environment. This is a Contract-to-permanent position, offering an excellent opportunity for growth and collaboration with cross-functional teams.
Responsibilities:
• Deliver prompt and effective support for hardware and software issues in a hybrid work setting.
• Act as a second-level escalation point for IT Help Desk matters, ensuring compliance and user satisfaction.
• Image, configure, and deploy systems, install pre-approved software, and conduct routine maintenance.
• Collaborate with internal IT teams and external vendors to troubleshoot complex technical issues.
• Maintain accurate records of asset inventory and incident resolutions using standard tools.
• Support onboarding and offboarding processes, as well as device lifecycle management.
• Ensure timely follow-up and resolution of service tickets and requests.
• Troubleshoot and maintain laptops, desktops, docking stations, and printers.
• Assist users with wireless connectivity and mobile device support for Windows, Mac, and Apple iOS platforms.
• Set up and maintain audio visual equipment and conference rooms, ensuring smooth operations.• Associate degree or equivalent work experience in IT; certifications such as CompTIA A+ or Microsoft MD-100/MD-101 are preferred.
• Minimum of 5 years of hands-on experience in desktop support within a detail-oriented setting.
• Proficiency with Windows operating systems, Microsoft 365 applications, and remote support tools.
• Familiarity with law firm software, workflows, and platforms like iManage and ServiceNow is advantageous.
• Expertise in troubleshooting mobile devices, imaging technologies, and endpoint management tools.
• Strong client service skills with a proactive approach to resolving technical issues.
• Excellent verbal and written communication abilities, with a focus on delivering user-centric solutions.
• Ability to manage tasks effectively in a fast-paced environment while maintaining attention to detail.