Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide high-quality technical support for employees in Boston, Massachusetts. This Long-term Contract position is ideal for someone who enjoys solving end-user issues, improving workplace technology, and delivering dependable service in both onsite and remote environments. The role will focus on desktop support, ticket ownership, endpoint administration, and continuous improvements that strengthen performance and user productivity.

Responsibilities:
• Resolve hardware, software, and access-related issues for internal users through timely and detail-focused service desk support.
• Manage incidents and service requests from initial intake to final resolution, while keeping users informed with clear status updates and expected timelines.
• Drive initiatives that enhance the employee technology experience by minimizing interruptions, improving system performance, and identifying opportunities to streamline recurring tasks.
• Maintain accurate technical records by documenting troubleshooting steps, solutions provided, and detailed case closure notes for future reference.
• Coordinate with specialized internal teams when advanced support is required, while retaining accountability for progress and communication until the issue is fully resolved.
• Support and optimize desktop environments, endpoint management platforms, collaboration tools, and business applications through configuration, maintenance, upgrades, and ongoing troubleshooting.
• Provide user guidance and informal training to help employees better utilize supported technologies and reduce repeat issues.
• Contribute to service management and change control practices by following established standards and participating in process improvement efforts.• Hands-on experience supporting service desk operations, desktop environments, and end-user technology in a detail-focused setting.
• Working knowledge of Active Directory, Microsoft Windows desktop support, and general troubleshooting for common hardware and software issues.
• Demonstrated strength in at least three areas such as Citrix, Azure, Windows 11, networking, Intune, Teams or Webex, Exchange/Outlook, or PowerShell.
• Ability to communicate clearly with customers and colleagues, including providing proactive updates and written documentation.
• Strong analytical and organizational skills with the ability to prioritize multiple requests and handle complex problems effectively.
• Success working independently as well as collaboratively with cross-functional teams in both in-office and remote support environments.
• A service-oriented mindset with a record of helping teammates, improving processes, and maintaining attention to detail.
• Experience in financial services or technology-focused organizations is helpful, and exposure to cloud platforms, security concepts, or scripting is a plus.