Desktop Support Analyst

We are looking for a Desktop Support Analyst to provide hands-on technical assistance for a dynamic health pharm/biotech environment in Cambridge, Massachusetts. This Long-term Contract position will support both on-site and remote employees, helping keep end-user technology reliable, secure, and productive across multiple locations. The role is ideal for someone who enjoys direct user interaction, practical troubleshooting, and delivering responsive support across a broad range of desktop and collaboration tools.

Responsibilities:

• Deliver front-line and intermediate technical support for desktops, laptops, mobile devices, and related hardware for employees working on-site and remotely.
• Diagnose and resolve operating system, application, and device issues across Windows environments, with occasional support for Mac systems.
• Manage user access tasks such as password resets, account unlocks, and directory-based support within Active Directory, Entra ID, and Okta.
• Provide walk-up assistance through an IT kiosk model, offering timely help for day-to-day technical questions and urgent user issues.
• Support Microsoft 365 applications and collaboration platforms, including Outlook, Teams, and Zoom, to maintain effective end-user communication.
• Track, update, and resolve incidents and service requests through ServiceNow while maintaining accurate documentation and status visibility.
• Handle a mix of Level 1 through Level 2.5 support requests, escalating complex issues appropriately and following through to resolution.
• Contribute to endpoint management initiatives, including Windows 11 rollout activities, Intune adoption, and patch management improvements using ManageEngine.
• Assist a large user population spread across multiple Cambridge buildings as well as remote staff in other locations.
• Work closely with service desk peers and local team leads to maintain consistent support coverage and a strong customer service experience.
• 5+ years of desktop support or end-user support experience in an enterprise environment.
• Strong background supporting PC workstations, desktop hardware, laptop devices, and general endpoint troubleshooting.
• Hands-on experience with Active Directory administration, account support, and identity tools such as Microsoft Entra ID and Okta.
• Proficiency supporting Microsoft Windows 10 and Windows 11, including imaging, deployment, and issue resolution.
• Experience assisting users with Microsoft 365 applications and collaboration tools such as Zoom and Microsoft Teams.
• Working knowledge of ServiceNow for ticket handling, request management, and support workflow documentation.
• Ability to provide in-person and remote support in a high-volume environment with excellent customer service and communication skills.
• Familiarity with modern endpoint management and patching tools, including Intune and related device administration practices.