Help Desk/Desktop Support Analyst

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 employees across multiple local offices and remote staff.

Responsibilities:
Provide onsite desktop and walk-up kiosk support for employees, resolving technical issues in a timely and thorough manner.
Diagnose and fix hardware, software, and operating system problems across Windows 10 and Windows 11 environments.
Manage user account support through Active Directory, including password resets, account unlocks, and related access assistance.
Assist end users with Microsoft 365 applications and support collaboration tools such as Zoom and Microsoft Teams.
Handle service requests and incidents through ServiceNow, addressing a range of Level 1 to Level 2.5 support needs.
Deliver hands-on troubleshooting for devices and user workstations to restore functionality and minimize downtime.
Support technology initiatives such as Windows 11 rollout activities, Intune deployment, and patch management efforts using endpoint tools.
Provide technical assistance to users across multiple Cambridge, Massachusetts locations as well as remote team members.
Collaborate with a larger desktop support group to ensure consistent service delivery for a high-volume user population.

Requirements

3-5 years of experience in desktop support, service desk, or end-user technical support roles.
Proven background providing Level 2 Windows desktop support in enterprise environments.
Strong working knowledge of Windows 10, Windows 11, Active Directory, and Microsoft 365.
Experience troubleshooting user issues related to desktop systems, access management, and common business applications.
Familiarity with ticketing systems such as ServiceNow for documenting and managing support requests.
Ability to communicate clearly and professionally in person while supporting a customer-facing onsite environment.
Experience supporting Zoom and Microsoft Teams in a business setting.
Exposure to Mac OS 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.

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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.

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