Desktop Support Analyst

Position Summary

The Desktop Support Technician is responsible for providing onsite and remote technical support for end-user computing environments, workplace technology, and enterprise device deployment initiatives. This role supports desktops, laptops, mobile devices, printers, audio/visual equipment, telephony systems, Microsoft 365 applications, and network connectivity while ensuring a high-quality user experience.

The technician serves as a key point of contact for employees, resolving technical issues, supporting workstation deployments and migrations, managing hardware assets, and assisting with technology projects such as office moves, PC refreshes, and infrastructure upgrades. This position requires strong troubleshooting skills, excellent customer service, and the ability to work effectively in fast-paced enterprise environments.

Key Responsibilities

• Provide onsite, remote, and desk-side technical support for hardware, software, networking, and workplace technology issues.
• Troubleshoot and resolve problems involving desktops, laptops, tablets, printers, docking stations, monitors, mobile devices, telephony equipment, and peripherals.
• Deploy, configure, image, provision, and support Windows 10/11 laptops and desktop computers.
• Perform workstation replacements, hardware refreshes, new hire setups, and enterprise migration activities.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, Excel, and other productivity tools.
• Assist users with login issues, password resets, multi-factor authentication (MFA), Active Directory account support, and access-related requests.
• Configure and install hardware and software to corporate standards and validate functionality following deployment.
• Support desk phones, conference room technology, video conferencing systems, mobile phones, hotspots, and workplace collaboration solutions.
• Participate in office relocations, technology rollouts, operating system upgrades, and large-scale deployment projects.
• Coordinate hardware distribution, collection, shipping, inventory management, and asset tracking activities.
• Maintain accurate documentation of incidents, requests, deployments, and asset records using ServiceNow or other IT service management platforms.
• Escalate complex technical issues to engineering, infrastructure, endpoint management, or vendor support teams when required.
• Support printer installations, troubleshooting, and workstation connectivity to enterprise networks.
• Perform moves, adds, changes, and decommissioning activities for end-user technology.
• Monitor and manage ticket queues to ensure service-level agreements and customer satisfaction goals are achieved.
• Provide white-glove support during migration events, deployment waves, executive support engagements, and scheduled technology cutovers.
• Assist with project planning, staging, testing, hypercare, and post-deployment support activities.
• Recommend process improvements and technology enhancements to improve service delivery and operational efficiency.

Required Qualifications

• High school diploma or equivalent required.
• 2+ years of desktop support, deskside support, workplace technology, field services, or related IT support experience.
• Experience supporting Windows 10 and Windows 11 operating systems.
• Experience supporting Microsoft 365 applications and services.
• Working knowledge of:
  • Active Directory and Azure AD (Entra ID)
  • Multi-factor authentication (MFA)
  • Computer hardware and peripherals
  • Printers and print services
  • Network connectivity and troubleshooting
  • Mobile devices and endpoint technologies
• Experience with ServiceNow or similar ITSM/ticketing platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication abilities.
• Strong customer service orientation with the ability to support users of varying technical skill levels.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.
• Experience supporting large-scale PC refresh, deployment, or migration projects.
• Experience with Microsoft Intune, Autopilot, endpoint management, or device provisioning platforms.
• Knowledge of asset management and inventory control processes.
• Experience supporting enterprise environments with 500+ users.
• Relevant certifications such as:
  • CompTIA A+
  • Network+
  • Security+
  • Microsoft Certifications
  • MCSA
  • MCSE
  • ITIL Foundation

Technical Skills

• Windows 10/11
• Microsoft 365
• Outlook, Teams, OneDrive, Word, Excel
• Active Directory
• Azure AD / Entra ID
• MFA Administration
• ServiceNow
• Laptop Imaging & Deployment
• Hardware Refresh Projects
• Device Migration Support
• Asset Management
• Endpoint Configuration
• Network Troubleshooting
• Printer Support
• Mobile Device Support
• Audio/Video Conferencing Technologies
• Telephony Support

Core Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Communication Skills
• Problem Solving
• Team Collaboration
• Organization and Time Management
• Attention to Detail
• Adaptability and Flexibility
• Multitasking and Prioritization
• Accountability and Professionalism

Physical Requirements

• Ability to lift, move, and set up computer equipment and peripherals weighing up to 50 pounds.
• Ability to work onsite during deployments, migration events, and support activities.
• Ability to travel between office locations as required.
• Ability to work occasional after-hours or weekend schedules to support migrations, cutovers, upgrades, or business-critical initiatives.

Preferred Experience Levels

Desktop Support Technician I

• 2-4 years of IT support experience.
• Experience supporting end users in a corporate environment.

Desktop Support Technician II

• 4-7 years of desktop support experience.
• Ability to independently resolve escalated technical issues and support technology projects.

Senior Desktop Support Technician

• 7+ years of desktop support experience.
• Experience leading migrations, hardware refreshes, office moves, and deployment projects.
• Ability to serve as a technical lead and mentor junior technicians.

This is a Contract position based out of Springfield, MA.

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

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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)

This is a fully onsite position in Springfield,MA.

This position is anticipated to close on Aug 29, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.