Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to join a growing team in Cambridge, Massachusetts on a Contract basis. This fully onsite role supports employees directly while also handling more complex issues escalated from frontline support, with a strong focus on reliable desktop, device, and end-user service. The ideal candidate brings hands-on experience across Mac and Windows environments and is comfortable working in a fast-paced setting that includes office technology, conference support, and day-to-day operational IT needs.

Responsibilities:
Deliver onsite technical assistance for employees, resolving hardware, software, and access-related issues across desktop and laptop environments.
Handle escalated support requests from the service desk and work through incidents methodically to restore user productivity as quickly as possible.
Support both macOS and Windows systems, including troubleshooting operating system problems, application issues, and general workstation performance concerns.
Manage ticket updates, document work performed, and maintain accurate records for devices, incidents, and support activity.
Oversee asset inventory tasks such as equipment assignment, tracking, replacement planning, and hardware refresh coordination.
Facilitate onboarding and offboarding by preparing, deploying, collecting, and reassigning user equipment and related technology resources.
Provide assistance with conference room technology and event readiness, including audio/visual setups and support for major meetings or conferences.
Troubleshoot and maintain printers and related peripherals, including multifunction, label, color, and specialty printing devices.
Contribute to operational IT projects, office technology support, and, when needed, technical assistance in lab-adjacent environments following established procedures.

Requirements

3+ years of desktop support experience in a hands-on technical support environment.
Strong experience supporting macOS, with the ability to diagnose and resolve end-user issues independently.
Solid background supporting Windows 10 and Windows 11 systems, including common hardware and software troubleshooting.
Experience working with ticketing systems and service desk workflows to manage incidents, requests, and escalations.
Familiarity with collaboration and productivity platforms such as Google Workspace, Microsoft 365, Zoom, and Slack.
Knowledge of Active Directory, device provisioning, and standard user account or endpoint support tasks.
Ability to support conference room technology, audio/visual equipment, and a variety of networked printers.
Exposure to lab, biotech, or pharma IT environments 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.

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 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.

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.