Desktop Support Analyst

• Deliver front-line and intermediate technical support for desktops, laptops, mobile devices, and related hardware for employees working on-site and remotely.
• Diagnose and resolve operating system, application, and device issues across Windows environments, with occasional support for Mac systems.
• Manage user access tasks such as password resets, account unlocks, and directory-based support within Active Directory, Entra ID, and Okta.
• Provide walk-up assistance through an IT kiosk model, offering timely help for day-to-day technical questions and urgent user issues.
• Support Microsoft 365 applications and collaboration platforms, including Outlook, Teams, and Zoom, to maintain effective end-user communication.
• Track, update, and resolve incidents and service requests through ServiceNow while maintaining accurate documentation and status visibility.
• Handle a mix of Level 1 through Level 2.5 support requests, escalating complex issues appropriately and following through to resolution.
• Contribute to endpoint management initiatives, including Windows 11 rollout activities, Intune adoption, and patch management improvements using ManageEngine.
• Assist a large user population spread across multiple Cambridge buildings as well as remote staff in other locations.
• Work closely with service desk peers and local team leads to maintain consistent support coverage and a strong customer service experience. Requirements - 5+ years of desktop support or end-user support experience in an enterprise environment.
• Strong background supporting PC workstations, desktop hardware, laptop devices, and general endpoint troubleshooting.
• Hands-on experience with Active Directory administration, account support, and identity tools such as Microsoft Entra ID and Okta.
• Proficiency supporting Microsoft Windows 10 and Windows 11, including imaging, deployment, and issue resolution.
• Experience assisting users with Microsoft 365 applications and collaboration tools such as Zoom and Microsoft Teams.
• Working knowledge of ServiceNow for ticket handling, request management, and support workflow documentation.
• Ability to provide in-person and remote support in a high-volume environment with excellent customer service and communication skills.
• Familiarity with modern endpoint management and patching tools, including Intune and related device administration practices. Technology Doesn’t Change the World, People Do.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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