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

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

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