Desktop / OSS Support Engineer L1

Role Details Job Title: Desktop Support Specialist Location: Wakefield, MA (onsite 5 days in the office) Reports To: Information Technology Manager Employment Type: Full time Job Requisition ID: 2026-538 Requisition Begin Date: 06/03/2026 Help us insure it Tokio Marine HCC is a global industry-leading specialty insurance group, backed by the strength and stability of the Tokio Marine Group. Offering over 100 classes of specialty insurance, we empower clients to pursue opportunities confidentl

Description We are looking for a Help Desk/Desktop Support Analyst to deliver hands-on technical assistance for end users in Cambridge, Massachusetts within the health pharm/biotech sector. This Long-term Contract position is ideal for someone who enjoys face-to-face support, thrives in an onsite environment, and can provide dependable service across desktop, account, and collaboration technologies. You will join a collaborative support team and help maintain a productive user experience for emp

Job Overview Our technology environment is highly secure, compliance-driven, and continuously evolving to support a growing workforce. The Desktop Engineering team plays a critical role in delivering a stable, secure, and high-performing end-user computing experience across the organization, including the adoption of modern AI-driven tools. We are seeking a Desktop Engineer to join our Desktop Engineering team in a hands-on technical role supporting the firm's endpoint platforms, virtual deskt

Key Responsibilities Team Leadership & Operations Daily Triage & Escalation: Serve as the primary escalation point for Level 2 technicians; monitor queue health and coordinate the triage of high-priority clinical and administrative incidentsPerformance Management: Mentor a team of Desktop Support technicians, conducting regular 1-on-1s, technical skill assessments, and providing guidance on professional developmentContingency & Incident Management: Assist in executing desktop support contingenc