Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical support for users in Cambridge, Massachusetts. This Long-term Contract position requires onsite presence and focuses on delivering reliable desktop support, smooth onboarding assistance, and responsive troubleshooting in a Windows-based environment. The role also offers exposure to higher-level technical work, including support for Azure-related cloud services and selected administrative tasks across Microsoft technologies.
Responsibilities:
• Deliver in-person deskside assistance for employees, resolving day-to-day hardware, software, and access issues in a timely manner.
• Manage and work through escalated service requests, ensuring problems are properly diagnosed, communicated, and brought to resolution.
• Support business applications by troubleshooting errors, reinstalling approved software, and confirming successful functionality on end-user devices.
• Coordinate user onboarding and offboarding activities, including account setup, device preparation, and access updates.
• Provide technical support for conference rooms and audiovisual systems to help meetings run without disruption.
• Assist with Windows 10 and Windows 11 administration tasks, including user support across core Microsoft tools and endpoint technologies.
• Contribute to basic IT administrative work involving Active Directory, Microsoft 365, Intune, Defender, and Duo.
• Support selected higher-level technical initiatives, including assistance with Azure cloud-related tasks as needed.• At least 3 years of experience in desktop support, deskside services, or onsite IT support roles.
• Practical troubleshooting experience in Windows environments, including Windows 10 and Windows 11.
• Working knowledge of Microsoft 365 and common Microsoft support tools used in enterprise settings.
• Familiarity with Active Directory and endpoint management or security platforms such as Intune, Defender, and Duo.
• Ability to handle service desk tickets, application support requests, and basic hardware or network troubleshooting independently.
• Strong customer service and communication skills with a detail-oriented, approachable style.
• Comfortable working in a permanent onsite role in a smaller office environment with minimal supervision.