Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to deliver hands-on technical assistance for employees in Cambridge, Massachusetts. This Long-term Contract position is fully onsite and will focus on resolving day-to-day desktop issues, supporting user onboarding and equipment lifecycle needs, and handling escalations that require in-person expertise. The role is ideal for someone with strong Mac and Windows troubleshooting experience who can keep end users productive in a fast-paced environment.

Responsibilities:

• Provide onsite desktop support for employees and address escalated technical issues that move beyond the initial service desk level.
• Diagnose and resolve hardware, software, operating system, and connectivity problems across Mac and Windows devices.
• Manage incident and request tickets, document resolutions clearly, and follow established support procedures.
• Coordinate device deployment, hardware replacements, refresh activities, and asset tracking to maintain accurate inventory records.
• Support employee onboarding and offboarding by preparing, recovering, and reassigning equipment and access as needed.
• Assist with conference room technology, meeting support, printers, and specialized printing equipment to help ensure smooth business events.
• Deliver support for tools such as Google Workspace, Microsoft 365, Zoom, Slack, mobile devices, and endpoint protection utilities.
• Contribute to office IT initiatives and other technical projects, with occasional support for lab-related environments when required.
• 3+ years of desktop support experience in an onsite end-user environment.
• Strong hands-on experience supporting Mac OS, with solid troubleshooting ability in Windows 10 and Windows 11.
• Proven background handling service desk tickets, technical issue triage, and user-facing problem resolution.
• Working knowledge of Microsoft 365, Google Workspace, Zoom, and Slack in a business setting.
• Experience supporting mobile devices, printers, and standard workplace hardware peripherals.
• Familiarity with Active Directory and Microsoft Entra ID/Azure Active Directory administration or user support.
• Ability to follow standard operating procedures, maintain accurate documentation, and manage multiple support tasks effectively.
• Exposure to conference room support, lab IT, biotech, or pharmaceutical environments is a plus.