Desktop Support Analyst

Description

• Serve as the primary onsite point of contact for walk-up IT services in accordance with ticket procedures.
• Provide exceptional customer service while performing technical troubleshooting desk-side, in conference rooms, in the server room, and remotely over the phone.
• Work collaboratively with other members of the IT team to identify the root cause of technical issues and develop solutions to prevent them from recurring in the future.
• Deploy, configure, maintain, repair, and upgrade computer hardware and peripherals.
• Maintain inventory of all onsite hardware and software licenses.
• Install, repair, update, or uninstall desktop software.
• Perform directory administration and enterprise application access tasks.
• Serve as remote hands in the Needham Server Room for network, server, and storage tasks, at the direction of the Infrastructure Team.
• Troubleshoot a wide range of computer hardware and software issues, in consultation with more experienced team members.
• Routinely test workplace systems, such as A/V equipment, copiers/printers, and the visitor kiosk.
• Setup desks for new hires and assist with office moves.
• Setup and support video/tele-conference equipment for meetings and events.
• Write, review, and revise IT and End User knowledge base articles and process documentation.
• Provide end user training with office software, email, desk phones, mobile devices, web/video conferencing, and policy awareness.

• Degree or diploma in Computer Science, Information Technology or similar field.
• 2-3 years of experience or equivalent in education and experience.
• Aptitude for troubleshooting complex technical problems.
• Proficiency in working with and configuring Microsoft Windows Desktop OS, Active Directory, and Group Policy.
• Expertise in the use and management of Microsoft Teams, SharePoint, and other M365 apps/services.
• Experience with Microsoft cloud management tools such as Entra  Intune.
• Outstanding customer service skills – both in-person and remotely via phone/chat support.
• Excellent written and oral communication skills with the ability to explain technical concepts to non-technical audiences.
• Experience with Service Now and ITIL processes is preferred.
• Experience with Copilot or other AI tools is a plus.
• Ability to work overtime onsite for events or infrastructure support.

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

The pay range for this position is $30.00 - $35.00/hr.

• 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 Needham,MA.

This position is anticipated to close on Jun 13, 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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.