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1 result for Help Desk Analyst in Worcester, MA
- Bedford, MA
- onsite
- Temporary
- 27.7115 - 32.087 USD / Hourly
- Position Purpose:<br><br>The Help Desk Support Specialist will provide Tier 1–2 technical support across the organization. The ideal candidate has strong troubleshooting abilities, excellent communication skills, and a proven track record of delivering high-quality end-user support in a fast-paced environment. This position will report into Manager, Help Desk.<br><br><br>Key Responsibilities:<br><br>· Provide Tier 1 and Tier 2 support for hardware, software, mobile devices, and network issues.<br><br>· Troubleshoot and resolve Windows and Microsoft 365 issues, including Teams, Outlook, OneDrive, SharePoint, and the Microsoft Office Suite (Excel, PowerPoint, Word).<br><br>· Support onboarding/offboarding processes: account provisioning, laptop setup, access permissions, and software installation.<br><br>· Monitor and respond to tickets via the help desk system within established SLAs.<br><br>· Assist with VPN, MFA, and SSO issues.<br><br>· Administer user accounts in Active Directory, Azure AD, and Microsoft 365 admin center.<br><br>· Perform routine system maintenance, updates, and security compliance checks.<br><br>· Support conference room video conferencing devices and systems (e.g., Teams Rooms, Neat, Zoom).<br><br>· Follow IT asset management procedures, tracking hardware inventory and lifecycle replacement.<br><br>· Provide clear, friendly, and effective communication to users at all technical levels.<br><br>· Document troubleshooting steps, resolutions, and knowledge-base articles.<br><br>Required Skills & Experience:<br><br><br>· 3+ years of experience in an IT help desk or technical support role.<br><br>· Strong understanding of Windows 10/11, macOS, Microsoft 365, and common enterprise applications.<br><br>· Experience with Active Directory, Azure AD, MFA, and identity management.<br><br>· Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.).<br><br>· Solid knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).<br><br>· Strong customer service mindset and ability to multitask.<br><br>· Excellent communication and interpersonal skills.<br><br>· Ability to work independently and as part of a team.<br><br>· Problem-solving mindset with attention to detail.<br><br>· Strong organizational skills and ability to prioritize work.<br><br>· Experience supporting Teams Rooms or enterprise A/V equipment, compTIA A+, Network+, or Microsoft certifications, basic scripting knowledge (PowerShell) and familiarity with cybersecurity best practices and incident reporting is preferred.
- 2026-04-03T00:00:00Z