Onsite Desktop Support Analyst II (Marlborough)

We are seeking a highly skilled and customer-focused User Support Technician II to join our IT User Services team. This role is designed for an experienced support professional who thrives in a fast-paced environment and is passionate about delivering exceptional end‑user experiences while solving more complex technical issues. The position is fully onsite at our Marlborough, MA location, with standard working hours of 8:00 AM – 5:00 PM, including a one‑hour lunch break. What You’ll Do Advanced End User Support: Provide multi‑channel support via Service Desk tickets, Microsoft Teams, phone, and walk‑up support. Troubleshoot and resolve moderately complex to complex issues, including: Windows 10/11 devices Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Hardware (laptops, peripherals, mobile devices) Act as an escalation resource for Level 1 technicians. Deliver a high‑quality customer experience with clear, professional communication. Lead device configuration, deployment, and lifecycle management. Ensure asset inventory accuracy across procurement, tracking, and disposal. Oversee and optimize the loaner equipment program. Manage user account provisioning, access changes, and escalations. Support Active Directory / Azure AD user account administration via AD Manager Plus. Assist with permission and access troubleshooting across enterprise systems. Manage and document incidents and service requests in ServiceNow. Identify trends and recurring issues and drive root‑cause analysis. Develop and maintain knowledge‑base articles and documentation. Recommend and implement improvements to support processes and workflows. Provide onsite support at the assigned location with occasional travel to other local sites as needed. Support remote employees using modern remote support tools. Participate in after‑hours or on‑call support rotation as needed. Mentor and support Level 1 technicians. Assist with onboarding and training of new team members. Collaborate with Tier 2/3, engineering, and infrastructure teams to resolve escalated issues. Additional Skills & Qualifications Experience with endpoint management tools (e.g., Intune, SCCM) Identity & access management concepts Endpoint security tools (AV/EDR) Experience supporting enterprise applications and cross‑functional systems. Certifications such as CompTIA A+, Network+, Security+; Microsoft certifications (Modern Desktop Administrator, Azure Fundamentals). Job Type & Location Contract position based out of Marlborough, MA. Fully onsite. Standard working hours: 8:00 AM – 5:00 PM with one‑hour lunch break. Pay & Benefits Pay range: $29.00 – $31.00/hr. Benefits may include medical, dental & vision; critical illness, accident, and hospital; 401(k) retirement plan with pre‑tax and Roth post‑tax contributions; life insurance (voluntary life & AD&D for 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). EEO Statement 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 under applicable law. #J-18808-Ljbffr Jobs via Dice