Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to deliver Tier 2/3 desktop and end-user support across a growing client portfolio in Boston, Massachusetts. This contract position with permanent potential is ideal for someone who enjoys balancing remote support with occasional onsite service, while working directly with clients in a fast-moving, multi-environment setting. You will handle escalated technical issues, contribute to infrastructure and device-related projects, and partner with engineers to keep client systems operating reliably.

Responsibilities:
• Resolve escalated desktop, application, and access-related issues for assigned client accounts through a mix of remote troubleshooting and onsite support.
• Manage daily service requests and incident tickets in ConnectWise, maintaining accurate documentation, status updates, and time tracking.
• Visit client locations as needed for scheduled support, urgent troubleshooting, hardware deployment, and hands-on technical assistance.
• Support Microsoft 365 technologies, including user access, Office applications, SharePoint, and general account administration.
• Assist with employee onboarding and offboarding by preparing devices, configuring accounts, assigning licenses, and validating access.
• Coordinate laptop setup, imaging, refresh activities, warranty-related follow-up, and rollout of new equipment across client environments.
• Provide support for connectivity issues involving remote access tools, VPN solutions, and endpoint communication with business systems.
• Contribute to project-based work such as infrastructure upgrades, equipment testing, office technology improvements, and environment standardization.
• Partner with engineering teams on more advanced network and security matters, including occasional work involving switches and firewalls.
• Track hardware and software assets, support purchasing activities, and help maintain accurate licensing and inventory records.