Desktop Support Analyst

About the Role

Our client is seeking a highly motivated and customer-focused Desktop Support Analyst to provide exceptional technical support to colleagues across the organization. This role serves as a critical point of contact for end-user technology services, delivering support via phone, remote tools, and in-person interactions. The ideal candidate will possess strong technical troubleshooting skills, excellent customer service abilities, and experience supporting enterprise environments across both Windows and macOS platforms. As a member of the IT support team, you will play a key role in maintaining productivity by diagnosing and resolving technical issues, managing user access, supporting hardware and software deployments, and ensuring a seamless technology experience for employees.

Responsibilities

• Provide Tier I and Tier II desktop support for end users through phone, remote access tools, and onsite support.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, application, and connectivity issues.
• Support and maintain Windows and macOS desktop and laptop environments.
• Manage user accounts, security groups, and access permissions within Microsoft Active Directory.
• Configure, deploy, image, and support desktop and laptop systems using enterprise imaging solutions.
• Troubleshoot network-related issues including:
  • LAN connectivity
  • DNS resolution
  • TCP/IP configuration
  • Wi-Fi access
  • VPN and remote connectivity
  • Citrix environments
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Install, configure, and maintain desktop software and peripheral devices such as printers, scanners, docking stations, and mobile devices.
• Escalate complex issues to appropriate infrastructure, application, or security teams while maintaining ownership through resolution.
• Document incidents, requests, troubleshooting steps, and solutions within the IT Service Management platform.
• Assist with onboarding and offboarding processes, including workstation setup, account provisioning, and equipment deployment.
• Participate in enterprise patch management, system updates, and security remediation efforts.
• Provide after-hours and on-call support as needed for critical business operations.
• Coordinate with third-party vendors, service providers, and installers to ensure successful completion of projects and support activities.
• Identify recurring issues and recommend process improvements to enhance service quality and operational efficiency.
• Maintain compliance with company security, governance, and regulatory standards.

Requirements

• 3+ years of recent professional experience providing hands-on and remote desktop support in a corporate environment.
• Experience delivering technical support over the phone, remotely, and in person.
• Strong knowledge of:
  • Microsoft Windows operating systems
  • macOS operating systems
  • Microsoft Active Directory administration
  • Network troubleshooting principles
• Experience supporting:
  • LAN/WAN connectivity
  • DNS
  • TCP/IP
  • Wi-Fi networking
  • VPN and remote access technologies
  • Citrix environments
• Experience imaging, deploying, and supporting Windows and Mac devices.
• Strong understanding of desktop hardware, peripherals, and endpoint technologies.
• Experience with Microsoft 365 administration and end-user support.
• Excellent communication and customer service skills with the ability to support both technical and non-technical users.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting financial services, investment management, or professional services organizations.
• Working knowledge of ITIL frameworks and service management best practices.
• Experience with endpoint management and device lifecycle management tools.
• Knowledge of enterprise security practices, vulnerability remediation, and patch management processes.
• Experience supporting conference room technologies and collaboration platforms.
• Exposure to mobile device management (MDM) solutions.
• Relevant certifications such as:
  • CompTIA A+
  • Network+
  • Microsoft Certified: Modern Desktop Administrator Associate
  • ITIL Foundation

Skills

• Advanced troubleshooting and analytical problem-solving skills.
• Ability to diagnose and resolve complex technical incidents independently.
• Strong attention to detail and commitment to customer satisfaction.
• Ability to work effectively both independently and within a team environment.
• Strong sense of ownership, accountability, and follow-through.
• Ability to communicate technical concepts clearly to non-technical users.
• Proactive mindset focused on continuous improvement and service excellence.

Pay

The pay range for this position is $30.00 - $35.00/hr.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Schedule

This is a fully onsite, contract position based in Boston, MA.