We are looking for a Help Desk/Desktop Support Analyst to join a growing IT team in Cambridge, Massachusetts on a Contract basis. This fully onsite role supports local employees directly while also handling escalated technical issues from the service desk, with a strong emphasis on Mac and Windows desktop environments. The ideal candidate brings hands-on troubleshooting experience, a customer-focused approach, and the ability to keep day-to-day support operations running smoothly in a fast-paced office setting.
Responsibilities:
- Deliver onsite technical assistance for employees, resolving desktop, laptop, and peripheral issues across Mac and Windows environments.
- Respond to escalated support requests, diagnose problems efficiently, and document outcomes clearly within the ticketing system.
- Set up, replace, and refresh end-user hardware while maintaining accurate records for company-issued assets.
- Support employee onboarding and offboarding by preparing equipment, configuring accounts, and ensuring timely access changes.
- Provide assistance with office technology such as printers, mobile devices, collaboration tools, and conference room systems.
- Contribute to IT projects and operational improvements by following established procedures and helping refine support documentation.
- Assist with software and productivity tool support, including platforms such as Google Workspace, Microsoft 365, Zoom, and Slack.
- Offer occasional support for lab or specialized office technology when needed, particularly during high-demand periods and major events.
- At least 3 years of desktop support experience in an onsite or hybrid end-user support environment.
- Strong hands-on knowledge of Mac OS, including troubleshooting and supporting day-to-day user issues.
- Solid experience supporting Windows 10 and Windows 11 systems in a work setting.
- Familiarity with ticket management processes and the ability to prioritize multiple technical requests effectively.
- Working knowledge of Microsoft 365, mobile device support, and core troubleshooting practices for hardware and software issues.
- Experience with Active Directory, Microsoft Entra ID, or Azure Active Directory for user and access support.
- Exposure to Google Workspace support is preferred.
- Background supporting printers, conference room technology, or office event IT needs is a plus.
