Help Desk Analyst; Tier 2​/Hybrid

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Corp Information Tech General Full Time Regular Professionals Boston Office, Boston, MA, US

2 days ago Requisition

About Us

Vanderweil Engineers was founded in 1950 and is a top-ranked national full-service engineering firm specializing in MEP/FP design and technology services. With 500+ employees located across nine offices, we are proud to be one of the largest independently owned engineering firms in the country.

As Senior Helpdesk Analyst (Tier 2/3), you will be a senior member of the Desktop Support team, delivering best in class support to Vanderweil internal clients. You will have opportunities to work with new technology and latitude to take ownership of business technology initiatives. You will be encouraged to use your versatility and problem-solving skills to deliver solutions and solve challenges.

You will work with and learn from a long-term team of technology professionals.

Key Responsibilities

Endpoint & Identity Management

• Manage devices and users via Microsoft Intune / Endpoint Manager (deployment, compliance, lifecycle)
• Support Microsoft 365 environment including Teams, Exchange Online, and One Drive
• Handle user access changes (adds, moves, changes) and identity management (Active Directory / Entra )

Technical Support & Troubleshooting

• Act as Tier 2/3 escalation for complex technical issues
• Troubleshoot Windows 11, M365, VPN, MFA, SSO, and application issues
• Collaborate with infrastructure and cybersecurity teams to resolve incidents
• Manage vendor support tickets as needed

AV & Onsite Support

• Set up and support conference room AV systems (e.g., Logitech Rally Bar)

Security & Compliance

• Support MFA enrollment and account recovery
• Assist with investigation and response to security incidents

Documentation & Process Improvement

• Maintain knowledge base articles and SOPs
• Recommend improvements to tools and workflows

Key Requirements

• 5+ years helpdesk/support experience with progression to advanced support
• AEC industry or Autodesk experience preferred
• Strong communication and problem-solving skills
• Knowledge of networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Experience with endpoint management (Intune, GPO, Windows Update)
• Ability to lift 35 lbs and travel occasionally

Key Responsibilities

We know that work/life integration is important to our employees. Our hybrid work style allows team members to have flexibility while building their skills through in-person exposure to industry experts.

Our wellness programs prioritize our team members’ physical and behavioral health.

We are an equal opportunity employer committed to equity and inclusion in the workplace.

The total compensation that we expect to pay for this role are $70,000 to $80,00.00 annually, depending on years of experience, skill sets, education and certifications.