Help Desk Analyst II - White Glove Support

Job Description

Job Description

We are looking for an experienced Help Desk Analyst II - White Glove Support to provide high-touch technical assistance for employees in Massachusetts. This long-term contract position is ideal for someone who excels in a fast-moving environment, supports both Windows and Mac systems, and brings a service-focused approach to desktop and end-user support. The role will help maintain a reliable corporate computing environment while contributing to technology improvements, consistent standards, and strong operational support.

Responsibilities:
• Deliver white-glove desktop support for a global employee population, ensuring issues are addressed promptly and service expectations are consistently met.
• Prepare, configure, image, and rebuild Windows and Mac computers for new deployments, replacements, and refresh cycles.
• Diagnose and resolve hardware, software, and peripheral problems, including reinstallations, repairs, and system recovery activities.
• Manage incoming support requests through the ticketing queue, set priorities effectively, and communicate updates to meet agreed service levels.
• Partner with infrastructure and other IT teams to document workflows, maintain support procedures, and improve knowledge sharing.
• Evaluate end-user technologies and contribute recommendations for tools, processes, and support practices that enhance productivity and user experience.
• Identify opportunities to streamline device deployment, software distribution, and upgrade activities through automation and process improvement.
• Provide guidance and mentorship to less experienced support staff, helping raise team effectiveness and consistency.
• Support planned after-hours technical work when needed for upgrades, maintenance, or issue resolution.• 5+ years of experience in help desk, desktop support, or desktop administration within a Microsoft-centric environment.
• Strong hands-on knowledge of Active Directory, Windows 10/11, Microsoft 365 Enterprise, Microsoft Entra ID, and Intune.
• Experience supporting Mac OS devices; familiarity with Jamf is an advantage.
• Proficiency with service desk and ticket management platforms such as ServiceNow, Remedy, or similar systems.
• Working knowledge of Google Workspace, single sign-on, multi-factor authentication, and remote access technologies such as Citrix.
• Solid understanding of software installation, licensing, device imaging, Dell hardware, and common peripherals including printers, scanners, and monitors.
• Familiarity with security-focused support practices, including antivirus tools, anti-malware protection, phishing awareness, and spam prevention.
• Associate degree in Computer Science or comparable practical experience; CompTIA A+ or related desktop support certifications are preferred.