Desktop Support Analyst

TEKsystems•Needham, MA

19h•$30 - $36•Onsite

About The Position

This role is responsible for supporting the productivity of end users in their daily work. This individual will work onsite 100% as the primary Tier 1 Technician for the Needham office. S/he will join a Global IT Support Team with 3 onsite colleagues in Needham, 5 onsite colleagues in Vancouver, BC, and an outsourced Tier 1 remote service desk. The team supports laptops, mobile devices, Lab PCs, Microsoft 365, conference room A/V systems, and print/copy management. The IT Service Desk Technician will be responsible for executing operational processes, such as onboarding, offboarding, hardware asset management, software asset management, directory administration, and event support. S/he will contribute to documentation, training, process improvement initiatives, and will also perform remote support. This position reports to the Director, End User Computing and will be located in the Needham, MA office location.

Requirements

Degree or diploma in Computer Science, Information Technology or like field.
2-3 years of experience or equivalent in education and experience.
Aptitude for troubleshooting complex technical problems.
Proficiency in working with and configuring Microsoft Windows Desktop OS, Active Directory, and Group Policy.
Expertise in the use and management of Microsoft Teams, SharePoint, and other M365 apps/services.
Experience with Microsoft management tools such as Entra ID and Intune.
Outstanding customer service skills – both in-person and remotely via phone/chat support.
Excellent written and oral communication skills with the ability to explain technical concepts to non-technical audiences.
Ability to work overtime onsite for infrastructure support.

Nice To Haves

Experience with ServiceNow and ITIL processes is preferred.

Responsibilities

Serve as the primary onsite point of contact for walkup IT incidents and requests in accordance with ticket procedures.
Provide exceptional customer service while performing technical troubleshooting desk-side, in conference rooms, in the server room, and remotely over the phone.
Work collaboratively with other members of the IT team to identify the root cause of technical issues and develop solutions to prevent them from recurring in the future.
Deploy, configure, maintain, repair, and upgrade computer hardware and peripherals.
Maintain inventory of all onsite hardware and software licenses
Install, repair, update, or uninstall desktop software.
Perform directory administration and enterprise application access tasks.
Serve as “remote hands” in the Needham Server Room for network, server, and storage tasks, at the direction of Infrastructure Team
Troubleshoot a wide range of computer hardware and software issues, in consultation with more experienced team members.
Routinely test workplace systems, such as A/V equipment, copiers/printers, and the visitor kios
Setup desks for new hires and assist with office moves
Setup and support video/tele-conference equipment for meetings and events
Write, review, and revise end-user knowledge base articles and process documentation.
Provide end user training with office software, email, desk phones, mobile devices, web/video conferencing, and policy awareness.