IT Helpdesk Analyst

Location: Boston, MA

Position Overview:

The Senior Service Desk Technician serves as a key escalation point for complex technical issues and provides advanced support to end-users. This role ensures the stability and efficiency of IT services by troubleshooting, resolving incidents, and mentoring junior technicians. The ideal candidate has strong technical expertise, excellent communication skills, and a customer-focused mindset.

Key Responsibilities

• Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents.
• Diagnose and resolve hardware, software, and network-related problems across multiple platforms.
• Manage and prioritize service desk tickets using ITSM tools, ensuring adherence to SLAs.
• Provide advanced troubleshooting for Windows, macOS, mobile devices, and enterprise applications.
• Assist with user account management, including Active Directory, Microsoft 365, and other enterprise systems.
• Document solutions, create knowledge base articles, and contribute to process improvements.
• Mentor and train junior technicians to enhance team capabilities.
• Participate in IT projects, system upgrades, and deployments as needed.
• Ensure compliance with security policies and best practices.

Qualifications

Required:

• 6+ years of experience in IT support or service desk roles.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, and common enterprise applications.
• Experience with remote support tools and ITSM ticketing systems (e.g. Jira).
• Excellent problem-solving and communication skills.
• Ability to work independently and manage multiple priorities.

Core Competencies

• Customer Service Orientation
• Technical Expertise
• Analytical Thinking
• Team Collaboration
• Adaptability

Preferred:

• ITIL Foundation certification.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience with scripting (PowerShell) and automation.