Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to join a growing team in Cambridge, Massachusetts on a Contract basis. This fully onsite role supports employees directly while also handling more complex issues escalated from frontline support, with a strong focus on reliable desktop, device, and end-user service. The ideal candidate brings hands-on experience across Mac and Windows environments and is comfortable working in a fast-paced setting that includes office technology, conference support, and day-to-day operational IT needs.

Responsibilities:
• Deliver onsite technical assistance for employees, resolving hardware, software, and access-related issues across desktop and laptop environments.
• Handle escalated support requests from the service desk and work through incidents methodically to restore user productivity as quickly as possible.
• Support both macOS and Windows systems, including troubleshooting operating system problems, application issues, and general workstation performance concerns.
• Manage ticket updates, document work performed, and maintain accurate records for devices, incidents, and support activity.
• Oversee asset inventory tasks such as equipment assignment, tracking, replacement planning, and hardware refresh coordination.
• Facilitate onboarding and offboarding by preparing, deploying, collecting, and reassigning user equipment and related technology resources.
• Provide assistance with conference room technology and event readiness, including audio/visual setups and support for major meetings or conferences.
• Troubleshoot and maintain printers and related peripherals, including multifunction, label, color, and specialty printing devices.
• Contribute to operational IT projects, office technology support, and, when needed, technical assistance in lab-adjacent environments following established procedures.• 3+ years of desktop support experience in a hands-on technical support environment.
• Strong experience supporting macOS, with the ability to diagnose and resolve end-user issues independently.
• Solid background supporting Windows 10 and Windows 11 systems, including common hardware and software troubleshooting.
• Experience working with ticketing systems and service desk workflows to manage incidents, requests, and escalations.
• Familiarity with collaboration and productivity platforms such as Google Workspace, Microsoft 365, Zoom, and Slack.
• Knowledge of Active Directory, device provisioning, and standard user account or endpoint support tasks.
• Ability to support conference room technology, audio/visual equipment, and a variety of networked printers.
• Exposure to lab, biotech, or pharma IT environments is a plus.