Help Desk​/Desktop Support Analyst Boston, MA | Robert Half

Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to provide high-quality technical support for employees in Boston, Massachusetts. This long-term contract position is ideal for someone who enjoys solving end-user issues, improving workplace technology, and delivering dependable service in both onsite and remote environments. The role will focus on desktop support, ticket ownership, endpoint administration, and continuous improvements that strengthen performance and user productivity.

Responsibilities:

• Resolve hardware, software, and access-related issues for internal users through timely and detail-focused service desk support.
• Manage incidents and service requests from initial intake to final resolution, while keeping users informed with clear status updates and expected timelines.
• Drive initiatives that enhance the employee technology experience by minimizing interruptions, improving system performance, and identifying opportunities to streamline recurring tasks.
• Maintain accurate technical records by documenting troubleshooting steps, solutions provided, and detailed case closure notes for future reference.
• Coordinate with specialized internal teams when advanced support is required, while retaining accountability for progress and communication until the issue is fully resolved.
• Support and optimize desktop environments, endpoint management platforms, collaboration tools, and business applications through configuration, maintenance, upgrades, and ongoing troubleshooting.
• Provide user guidance and informal training to help employees better utilize supported technologies and reduce repeat issues.
• Contribute to service management and change control practices by following established standards and participating in process improvement efforts.