Desktop Support Analyst

Cambridge Associates•Boston, MA

10d•$73,700 - $95,800

About The Position

Cambridge Associates’ Desktop Support team provides on-site and remote technical assistance related to hardware, software, and audio-visual technology for colleagues across 13 global offices. The team works with other IT groups to maintain seamless technology operations and deliver responsive service that anticipates staff needs and resolves technology issues. The Desktop Support Analyst configures, deploys, maintains, and troubleshoots technology, including end-user hardware, software, mobile devices, and audio-visual systems. The role handles incidents and service requests, supports onboarding and access provisioning, assists with meetings and events, and maintains device inventory. It also collaborates with IT teams, business groups, third parties, and vendors, and contributes to projects and service-improvement initiatives. The role offers opportunities to develop professional skills and work with internal IT and enterprise groups across all levels. The stated base salary range is $73,700–$95,800. The position is eligible for an annual performance-based bonus and a comprehensive benefits package. Salary placement depends on factors including skills, experience, qualifications, and internal equity.

Requirements

Demonstrated ability to execute tasks and build relationships.
Excellent problem-solving and decision-making skills.
Flexibility to adapt to changing priorities and manage multiple tasks simultaneously.
Strong written and verbal communication skills.
Experience with Windows 11, macOS, LAN/WAN, Ethernet, PC hardware, iOS support, Active Directory, video-conferencing/audio-visual support, and virtual desktop environments.
Willingness to work evenings or weekends if necessary.
Genuine passion for customer service and interest in emerging technologies.

Nice To Haves

Advanced proficiency in Microsoft Office, Adobe Acrobat, and ServiceNow.
BA/BSc degree in Technology and/or Business.
ITIL Foundation Level certification.
MCSA and/or A+ certification completed or in progress.

Responsibilities

Configure, deploy, maintain, and troubleshoot laptops, printers, mobile devices, phones, and meeting-room equipment.
Diagnose and resolve issues involving company hardware, software, business applications, operating systems, and virtual desktops.
Record, track, and report customer incidents through to completion.
Coordinate and complete service requests, including new-hire onboarding, access provisioning, and hardware upgrades.
Troubleshoot and support audio-visual and video-conference meetings using Microsoft Teams, Webex, and Zoom.
Coordinate and support department and firmwide meetings and events.
Maintain and update the on-site end-user hardware inventory, ensuring equipment is accurately tracked and available.
Collaborate with IT and cross-functional teams; coordinate and interact with third parties and vendors.
Contribute to projects, initiatives, and pilot programs intended to improve services.
Share knowledge and best practices with colleagues.