Desktop Support Analyst

TEKsystems • Watertown, MA

4d • $35 - $40 • Onsite

About The Position

The Deskside Technician is expected to be proactive, improvement-oriented, and eager to learn new technologies, while effectively managing multiple support requests in a fast-paced environment. Clear, concise communication and a customer-first mindset are essential to success in this role.

Requirements

• Bachelor’s degree or equivalent professional experience
• 2+ years of deskside or end-user support experience
• Experience supporting Windows and macOS environments
• Familiarity with Active Directory, Microsoft 365, and ticketing systems
• Strong customer service and communication skills
• Ability to work independently and as part of a team

Nice To Haves

• Experience supporting executives or VIP users
• Familiarity with endpoint management tools and collaboration platforms
• Experience in regulated or enterprise environments

Responsibilities

• Provide Tier 1 and Tier 2 deskside support for hardware, software, operating systems, and peripherals
• Deliver remote and onsite troubleshooting for desktops, laptops, printers, mobile devices, VOIP phones, and collaboration tools
• Strive to resolve issues at first contact whenever possible and escalate appropriately when required
• Deliver comprehensive support for meetings ranging from small team sessions to large Town Halls, including technical assistance and coordination of planning activities.
• Provide professional, courteous support to all employees
• Deliver white-glove support for executives and VIP users as needed
• Ensure timely communication, expectation setting, and follow-up
• Work with vendors on hardware and software troubleshooting, repair, replacement, and onsite escorting
• Ensure vendor activity follows access, security, and professionalism standards
• Accurately document incidents, requests, and resolutions in the service desk system
• Contribute to knowledge base articles and documentation to support shift-left efforts
• Maintain organized equipment and supply storage areas
• Participate in deskside-related projects and deployments
• Proactively identify recurring issues and suggest improvements to processes and workflows
• Support ongoing improvements to the service desk and ITSM platform

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees