We are looking for a Help Desk/Desktop Support Analyst to provide onsite technical assistance for a leading organization in the health pharm/biotech industry in Cambridge, Massachusetts. This Long-term Contract position is ideal for someone who excels in face-to-face support, communicates clearly with end users, and brings strong experience resolving desktop, account, and productivity tool issues in a Windows environment. The role will focus on delivering responsive day-to-day support while also contributing to broader endpoint management and device support initiatives.<br><br>Responsibilities:<br>• Deliver in-person technical support for desktop and laptop issues, diagnosing hardware, software, and access-related problems across Windows-based environments.<br>• Manage user account support tasks such as password resets, account unlocks, and directory-based access updates through Active Directory.<br>• Provide hands-on assistance for Microsoft 365 applications and collaboration platforms, including Zoom and Microsoft Teams.<br>• Support walk-up users at an IT kiosk, ensuring timely issue resolution and a high-quality customer experience.<br>• Track, update, and resolve support requests through ServiceNow while handling a mix of Level 1 through intermediate Level 2 support needs.<br>• Troubleshoot endpoint issues directly at the user level, including system performance concerns, configuration problems, and workstation-related incidents.<br>• Assist with Windows 11 deployment efforts and extended desktop support activities tied to endpoint modernization projects.<br>• Contribute to device management and maintenance initiatives, including Intune-related support and patching processes managed through endpoint tools.<br>• Provide occasional support for Mac OS devices when needed, depending on user and business requirements.

• At least 3 years of experience in desktop support or a similar end-user support role.<br>• Proven background providing Level 2 support for Windows 10 and Windows 11 environments.<br>• Working knowledge of Active Directory administration, including account maintenance and access support.<br>• Experience supporting Microsoft 365 applications in a business setting.<br>• Familiarity with collaboration tools such as Zoom and Microsoft Teams.<br>• Ability to troubleshoot issues hands-on in an onsite, user-facing environment.<br>• Strong communication skills and a detail-oriented approach when assisting employees in person.<br>• Experience working with ticketing platforms such as ServiceNow is preferred.

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