Desktop Support Analyst

Description
The IT Support Analyst will serve as a central point of contact for all IT-related incidents and service requests involving our employees and contractors. This role requires coordinating a diverse array of hardware and software systems, including Windows, Mac, and mobile devices, ensuring these systems are operational and meet the needs of our users.
This position includes responsibility for hardware repair (including printers and AV systems), IT stock inventory management, and providing standard Level 2 deskside support within a Mac and Windows environment for biopharmaceutical headquarters service departments.
The role calls for a technical expert with a robust skill set, exceptional problem-solving abilities, and finely tuned communication skills adept at engaging with all levels of employees.
Key Responsibilities:
Procure, track, maintain, and deploy IT hardware assets, including laptops, peripherals, accessories, and consumables, ensuring accurate inventory and availability to support daily operations.
Support and maintain AV hardware and software in meeting rooms and shared spaces, including coordinating service requests and on-site support with the AV vendor.
Perform hardware repair, maintenance, and replacement for end-user devices, printers, AV equipment, and related peripherals.
Provide Level 2 deskside support by troubleshooting and resolving more complex hardware, software, telephony, and connectivity issues across Windows, Mac, and mobile platforms.
Assist with employee onboarding and offboarding by setting up user accounts, provisioning devices, configuring profiles, and addressing access or password-related issues.
Log, track, and document incidents, requests, and resolutions in company issue-tracking systems, contributing to consistent and repeatable support practices.
Support meeting room technology and collaboration tools to ensure reliable operation for in-person and hybrid meetings.
Work with other IT teams to escalate and resolve issues efficiently, minimizing downtime and user impact.
Monitor IT systems and perform routine checks to help ensure stable performance across supported platforms and devices.
Contribute to IT projects by providing hands-on support, testing, and technical assistance as needed.
Create, update, and share IT documentation related to procedures, common issues, and standard configurations.
Travel to other company sites as needed to provide hands-on support and address IT or AV-related issues.
Deliver prompt, professional, and customer-focused technical support, maintaining a high standard of service for all employees.
Additional Skills & Qualifications
Identifies and proposes IT system and process enhancements using systems thinking to anticipate cross-functional impacts and align with evolving business needs.
Integrates IT expertise and a comprehensive understanding of our clients business model, structure, and processes to inform key decisions within area
Monitors broader technology and industry trends across multiple IT domains, ensuring compliance and strategic alignment
Responds effectively to customer requests, prioritizing solutions that address immediate needs
Explores and proposes optimal approaches within area to improve customer satisfaction, leveraging feedback loops
Translates moderate-complexity issues into clear, customer-centric insights and actionable recommendations
Investigates complex business IT issues and engages with relevant technical teams to drive resolution
Analyzes service support metrics, identifies trends, and implements improvements to increase efficiency and reduce support volume
Qualifications:
Bachelor's degree in related field (e.g., IT, computer science)
Certifications related to service delivery area (e.g., CompTIA A+, Network+, Security+, or ITIL v3) preferred
4+ years of relevant experience with IT service delivery in comparable settings
Experience with Windows, Mac, and mobile device platforms, including related applications and software
Prior experience planning and delivering IT service support, working with wide-ranging solutions, and providing responsive technical customer service and consulting to internal teams within a quality and compliance environment
Experience working with users across teams to diagnose and resolve complex IT system/ process issues with platforms across areas
Experience developing and managing relationships with service providers, internal and external
Proven performance in earlier role
Job Type & Location
This is a Contract position based out of Cambridge, MA.
Pay and Benefits
The pay range for this position is $25.00 - $30.00/hr.
Eligibility requirements apply to some benefits and may depend on your 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 Cambridge,MA.
Application Deadline
This position is anticipated to close on Feb 14, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.