Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical support for staff and faculty in Reading, Massachusetts. This Contract position focuses on resolving day-to-day hardware, software, and service desk issues while helping maintain reliable technology operations across the organization. The ideal candidate is comfortable supporting Windows-based environments, managing equipment inventory, and delivering responsive end-user assistance in a fast-paced setting.

Responsibilities:
• Provide front-line technical assistance for end users by diagnosing and resolving issues related to computers, email, software, and peripheral devices.
• Route more complex problems to the appropriate technical specialists and follow through to help ensure timely resolution.
• Set up, image, install, test, and deploy desktops, laptops, operating systems, and approved applications for new and existing users.
• Perform routine maintenance, basic repairs, and cleaning for computer equipment and related devices to keep systems in dependable working order.
• Track loaner devices, maintain technology inventory records, and coordinate warranty service and repair activity for covered equipment.
• Administer the service desk platform, including ticket documentation, operational settings, reporting, and dashboard updates.
• Evaluate hardware performance, document recurring issues, and recommend equipment adjustments or replacement options when needed.
• Support equipment moves, reconfigurations, and physical deployments while helping ensure proper setup and adherence to recommended standards.
• Partner with IT leadership on end-user communications, technology distribution, maintenance planning, and budget-related recommendations.• Experience supporting desktop and end-user technology in a help desk or desktop support environment.
• Working knowledge of Active Directory and user account support tasks.
• Proficiency with Microsoft Windows, including Windows 10 troubleshooting and configuration.
• Ability to investigate and resolve basic technical issues involving hardware, software, and connectivity.
• Experience working with service desk ticketing systems and documenting support activity clearly.
• Strong organization skills with the ability to manage inventory, equipment tracking, and multiple open requests.
• Effective communication skills and a customer-focused approach when assisting faculty, staff, or other end users.