Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to provide onsite technical assistance for a leading organization in the health pharm/biotech industry in Cambridge, Massachusetts. This Long-term Contract position is ideal for someone who excels in face-to-face support, communicates clearly with end users, and brings strong experience resolving desktop, account, and productivity tool issues in a Windows environment. The role will focus on delivering responsive day-to-day support while also contributing to broader endpoint management and device support initiatives.

Responsibilities:
Deliver in-person technical support for desktop and laptop issues, diagnosing hardware, software, and access-related problems across Windows-based environments.
Manage user account support tasks such as password resets, account unlocks, and directory-based access updates through Active Directory.
Provide hands-on assistance for Microsoft 365 applications and collaboration platforms, including Zoom and Microsoft Teams.
Support walk-up users at an IT kiosk, ensuring timely issue resolution and a high-quality customer experience.
Track, update, and resolve support requests through ServiceNow while handling a mix of Level 1 through intermediate Level 2 support needs.
Troubleshoot endpoint issues directly at the user level, including system performance concerns, configuration problems, and workstation-related incidents.
Assist with Windows 11 deployment efforts and extended desktop support activities tied to endpoint modernization projects.
Contribute to device management and maintenance initiatives, including Intune-related support and patching processes managed through endpoint tools.
Provide occasional support for Mac OS devices when needed, depending on user and business requirements.

Requirements

At least 3 years of experience in desktop support or a similar end-user support role.
Proven background providing Level 2 support for Windows 10 and Windows 11 environments.
Working knowledge of Active Directory administration, including account maintenance and access support.
Experience supporting Microsoft 365 applications in a business setting.
Familiarity with collaboration tools such as Zoom and Microsoft Teams.
Ability to troubleshoot issues hands-on in an onsite, user-facing environment.
Strong communication skills and a detail-oriented approach when assisting employees in person.
Experience working with ticketing platforms such as ServiceNow is preferred.

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.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available including medical, vision, dental, life and disability insurance. Employees hired for our FTEP Program are also eligible to enroll in our company's 401(k) or deferred compensation plan (if eligible). FTEP employees also earn paid time off for vacation, personal needs, and sick time and paid holidays. The amount of Choice Time Off (CTO) received varies based on years of service and is pro-rated based on the hours worked per week. A new FTEP employee earns up to 13 days of CTO and up to 10 paid holidays per calendar year. Learn more at roberthalfbenefits.com/Resources.

2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use and Privacy Notice.