Desktop Support Analyst

TEKsystems•Norwell, MA

1d•$28 - $33•Onsite

About The Position

Primary responsibility for Windows Desktop Support, asset management, laptop, mobile devices, software, and network connectivity. Specialists will support customers both onsite and remotely, with a focus on escalated ticket resolution and project-based work. Desktop support specialists are expected to provide excellent end-user experience, resolving complex technical issues and collaborating with other IT teams (e.g., networking, systems administration). Main duties include: troubleshooting software packages, hardware devices, and peripherals; configuring systems per company policies; and handling sensitive data in accordance with privacy regulations. Additional tasks include supporting the company-wide Windows 11 migration project, maintaining documentation for internal knowledge sharing (e.g., “Tips and Tricks” intranet site), and assisting with printer troubleshooting in remote field offices. Candidates should be comfortable working with administrative privileges and proactively driving initiatives within the team.

Requirements

Experience working with offshore teams (e.g., 8 L1 techs in India, 4 in Norwell)
Familiarity with Microsoft Intune and Azure AD (Group Policy not required)
Strong communication skills, with ability to explain technical issues in layman's terms
Experience with SharePoint, OneDrive, and proprietary applications (e.g., WinWeb)
Ability to create and maintain internal knowledge articles
Printer troubleshooting experience, especially in remote environments

Responsibilities

Troubleshoot and resolve escalated support issues onsite and remotely
Ensure support tickets are resolved in accordance with SLAs and company procedures
Configure hardware/software to customer specifications
Author and maintain internal support documentation
Deliver support for desktop computers, laptops, peripherals, and mobile devices
Install and configure desktop hardware/software using standard procedures
Collaborate with vendors and internal teams to resolve issues
Work with various Windows system images and support Windows 11 migration
Set up and troubleshoot domains, user accounts, and software accounts
Configure, test, and troubleshoot network connectivity and wireless access
Perform hardware upgrades and replacements
Format, install, maintain, and troubleshoot desktop/laptop systems
Occasionally supplement desk-side support team during vacations or acquisitions
Travel to acquisition sites may be requested but is not required