Desktop Support Analyst

Description The Desktop Support Analyst will be responsible for escalated incidents, requests from the IT Helpdesk, assisting our Executive Team and end users in multiple locations. The Associate Application Analyst will also be responsible for improving and creating new IT processes to help streamline the business. The Associate Application Analyst will elevate incidents to specialized support if needed. The position requires superior technical and presentation skills to thrive in a fast‑paced growing company. The role is high visibility and high customer‑touch, so an upbeat, positive attitude combined with a passion for delivering first‑in‑class IT services is essential to success. Provide desk‑side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory setting Support and troubleshoot system and network issues related to end‑user, laboratory IT and VoIP equipment, according to standard operating procedures Recommend and test cost‑effective technical system improvements Drive IT projects and deliverables with the help of the Sr. IT Helpdesk Manager Proactively create corrective and mitigating steps to reduce future incidents and ticket volume Use an ITSM to manage all incidents and requests to ensure work is completed to customer satisfaction in a timely manner and according to SLAs Manage Exchange Online including mailboxes, distribution groups, and calendars Collaborate with internal departments to improve and create processes Work with internal departments and external vendors to implement new applications and services for end users Participate in projects and act as a Subject Matter Expert for key technologies Contribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issues Assist users with activating and troubleshooting company‑owned mobile devices Work directly with IT support teams for mission‑critical issues and adhere to department escalation policy Operate desktop imaging solution, application packaging, and configuration settings Support audio and visual equipment for conference rooms and educate employees in its use Identify, evaluate, promote, and implement customer support best practices Lead the testing, configuration, installation and repair of IT related equipment with other team members Assist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accounts Provide training and mentorship to new IT Helpdesk Technicians Decommission hardware Configure and troubleshoot network printers Make some material decisions without consulting manager Participate in weekend on‑call rotation as needed Required Item Carrying a Company Issued Mobile Phone Is Required. Skills & Qualifications Education Level: B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience. Experience Level: 3+ years of relevant experience. Experience with working in the pharmaceutical industry and regulated environments. Ability to handle multiple tasks in a fast‑paced environment with strong attention to detail. Expert knowledge of Microsoft Operating systems. Strong experience working with local Active Directory and Azure. Ability to present formal and informal training and assistance to end users. Apple iOS Systems. Working knowledge of the administration of Microsoft Office 365 application suite. Ability to find creative and "out‑of‑the‑box" solutions to incidents and requests. Ability to provide clear and logical thought processes to identify root causes of incidents. Expert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software components. Experience with enterprise Anti‑Virus technologies. Able to work with people to establish goals, objectives, and change management plans. Experience installing and configuring Windows‑based applications using a software distribution tool. Experience with enterprise Mobile Device Management technologies. Knowledge of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches. Ability to understand and adhere to systems security and control procedures in accordance with department and corporate standards. Demonstrated skills in time management, scheduling, and task prioritization to meet deadlines. Desire to learn new technologies. Outstanding customer service provider. Exceptional interpersonal skills for written and face‑to‑face communications. Advanced experience within the Office 365 Admin Center and AzureAD with emphasis in Exchange Online Administration and troubleshooting. ServiceNow experience a plus. Job Type & Location This is a Contract position based out of Waltham, MA. Pay And Benefits The pay range for this position is $35.00 - $40.00/hr. Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision; Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – pre‑tax and Roth post‑tax contributions available; Life Insurance (Voluntary Life & AD&D for the 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). Workplace Type This is a fully onsite position in Waltham, MA. Application Deadline This position is anticipated to close on Jun 27, 2026. Equal Opportunity 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 by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. #J-18808-Ljbffr