Job Description
Job DescriptionWe are looking for a skilled Desktop Support Analyst to join our team in Burlington, Massachusetts. This is a long-term contract position offering an excellent opportunity to work in a dynamic and growing environment. The role involves providing comprehensive IT support to end users and addressing escalations from Level 1 service desks.
Responsibilities:
• Deliver onsite and remote technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve escalated tickets promptly, ensuring adherence to established guidelines.
• Perform equipment installations, configurations, repairs, and replacements as needed.
• Manage asset tracking, maintain accurate documentation, and ensure proper inventory control.
• Assist with onboarding and offboarding processes, including workstation setup and account verification.
• Provide technical assistance for audiovisual setups during meetings and events.
• Support IT operations in office and lab environments, including specialized lab IT systems.
• Collaborate on IT projects and contribute to the implementation of system upgrades and refreshes.
• Utilize tools such as GSuite, Office 365, Zoom, Slack, and Jira for issue tracking and resolution.
• Ensure compliance with standard operating procedures and maintain a high level of customer service.• Minimum of 3 years of experience in desktop support, including troubleshooting and resolving technical issues.
• Proficiency in GSuite, Office 365, Windows 10/11, and mobile device management.
• Familiarity with tools like Zoom, Slack, Jira, and SentinelOne.
• Ability to work effectively in both office and lab IT environments, including specialized systems.
• Strong organizational skills and attention to detail, with experience managing ticketing systems.
• Excellent communication and interpersonal skills, with a customer-focused approach.
• Capability to lift up to 50 lbs and perform physical tasks related to equipment setup.
• Willingness to learn and adapt to new technologies and software in a fast-paced environment.