Lead Service Desk Analyst

Description
The Lead Help Desk Analyst is an experienced, service-focused technologist who serves as a primary point of contact for IT support across our clinet and its portfolio companies. Working onsite in Cambridge, MA, this role is responsible for receiving, triaging, and resolving IT incidents and service requests submitted via the ticketing system (Jira Service Management) and email-delivering fast, accurate, high-quality support that keeps our users productive.
This is a hands-on individual contributor role. The expectation is strong technical knowledge, disciplined ticket management, and a genuine commitment to the user experience in every interaction.
Ticket Intake & Management

• Monitor and manage incoming IT incidents and service requests submitted through Jira Service Management and email, ensuring timely intake, accurate categorization, and appropriate prioritization.
• Own assigned tickets end-to-end-clear documentation, consistent updates to the user, and verified resolution before closure.
• Triage requests efficiently, gather the right information upfront, and route issues that require specialized teams with complete context.
• Maintain queue hygiene: no tickets aging without action, no closures without resolution notes, no users left without a status update.
• Contribute to knowledge base and resolution documentation to reduce repeat ticket volume and improve self-service options.

Technical Support & Issue Resolution

• Diagnose and resolve hardware, software, application, network connectivity, and account/access issues across Windows and Mac platforms.
• Support users across a range of technical proficiency levels-adjusting communication style to match the person, not the problem.
• Troubleshoot issues with common enterprise tools and SaaS platforms including Microsoft 365, collaboration tools, and business applications used across ecosystem.
• Coordinate with Infrastructure, Security, and other IT teams when issues require cross-functional resolution, providing complete context and following through to closure.
• Engage third-party vendors and service providers as needed for hardware repairs, software issues, or warranty claims.

Process & Documentation

• Log all incidents and requests with accurate detail-symptoms, troubleshooting steps taken, and resolution-in Jira Service Management.
• Identify recurring issues and surface patterns to IT leadership with recommendations for permanent fixes or process improvements.
• Develop and maintain runbooks, FAQs, and resolution guides that build team and user self-sufficiency.
• Support IT projects and initiatives by contributing subject matter expertise, participating in testing, and providing end-user impact perspective.
• Analyze ticket data and trends to support continuous service improvement.

Top Skills Details
jira,microsoft,windows,mac,asset management
Additional Skills & Qualifications
Strong diagnostic reasoning: gathers the right information, works methodically, and doesn't guess.
Customer-first orientation in every interaction-responsive, clear, patient, and focused on actually solving the problem.
Communicates technical issues plainly to non-technical users without condescension.
Applies ITIL or equivalent service management principles to incident and request workflows.
Proactively identifies systemic issues and brings solutions, not just observations.
Monitors broader technology trends to keep knowledge and recommendations current.
Experience in life sciences, biopharma, or a compliance-sensitive setting preferred.
Certifications preferred: CompTIA A+, Network+, ITIL v4, or Apple Certified Support Professional (ACSP).
Strong written communication skills-documentation is a core deliverable of this role, not an administrative task.
Proven ability to manage a high-volume ticket queue independently, with consistent quality and follow-through.
Job Type & Location
This is a Contract position based out of Cambridge, MA.
Pay and Benefits
The pay range for this position is $30.00 - $38.00/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 May 18, 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.