Help Desk/Desktop Support Analyst

Description

We are looking for a skilled Help Desk/Desktop Support Analyst to join our team in Cambridge, Massachusetts. This long-term contract position offers the opportunity to provide essential IT support to a dynamic organization within the Health Pharm/Biotech industry. The role involves in-person interaction and requires relevant experience, attention to detail, strong technical skills, and excellent communication abilities.

Responsibilities:
Provide Level 2 support for Windows desktop environments, including troubleshooting issues with Windows 10 and Windows 11.
Manage user accounts through Active Directory, including password resets and account unlocks.
Offer technical support for Microsoft Office 365, Zoom, and Microsoft Teams.
Address service requests and incidents using ServiceNow for ticket management.
Perform hands-on troubleshooting for hardware and software issues, ensuring swift resolution.
Support walk-up IT kiosks and assist end users in person across multiple buildings.
Collaborate on projects such as migrating to Windows 11, implementing Intune, and deploying Manage Engine for patch management.
Handle remote tickets for non-local users and provide seamless IT assistance.
Work closely with a team of 9-10 support staff, following guidance from team leads and established protocols.
Contribute to maintaining a high level of service for approximately 1,000 end users across two buildings.

Requirements

Minimum of 3 years of experience in desktop support or related IT roles.
Proficiency in Windows desktop environments, including Windows 10 and Windows 11.
Strong knowledge of Active Directory administration and Office 365 support.
Familiarity with Zoom and Microsoft Teams for troubleshooting and user support.
Experience with ServiceNow or similar ticketing systems.
Ability to perform hands-on technical troubleshooting for hardware and software.
Effective communication skills and ability to interact in person with diverse users.
Knowledge of Mac OS and Apple devices is a plus.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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