Desktop Support Analyst

Job Summary

The Deskside Technician is expected to be proactive, improvement-oriented, and eager to learn new technologies, while effectively managing multiple support requests in a fast-paced environment. Clear, concise communication and a customer-first mindset are essential to success in this role.

• Provide Tier 1 and Tier 2 deskside support for hardware, software, operating systems, and peripherals.
• Deliver remote and onsite troubleshooting for desktops, laptops, printers, mobile devices, VOIP phones, and collaboration tools.
• Strive to resolve issues at first contact whenever possible and elevate appropriately when required.
• Deliver comprehensive support for meetings ranging from small team sessions to large Town Halls, including technical assistance and coordination of planning activities.

• Provide professional, courteous support to all employees.
• Deliver white-glove support for executives and VIP users as needed.
• Ensure timely communication, expectation setting, and follow-up.

• Work with vendors on hardware and software troubleshooting, repair, replacement, and onsite escorting.
• Ensure vendor activity follows access, security, and professionalism standards.

• Accurately document incidents, requests, and resolutions in the service desk system.
• Contribute to knowledge base articles and documentation to support shift-left efforts.
• Maintain organized equipment and supply storage areas.

• Participate in deskside-related projects and deployments.
• Proactively identify recurring issues and suggest improvements to processes and workflows.
• Support ongoing improvements to the service desk and ITSM platform.

• Bachelor's degree or equivalent professional experience.
• 2+ years of deskside or end-user support experience.
• Experience supporting Windows and macOS environments.
• Familiarity with Active Directory, Microsoft 365, and ticketing systems.
• Strong customer service and communication skills.
• Ability to work independently and as part of a team.

• Experience supporting executives or VIP users.
• Familiarity with endpoint management tools and collaboration platforms.
• Experience in regulated or enterprise environments.

This is a Contract position based out of Cambridge, MA.

The pay range for this position is $35.00 - $40.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Cambridge, MA.

This position is anticipated to close on Jan 17, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.