Help Desk Analyst (Tier 2/3) - Hybrid Work Environment

RG Vanderweil.com • Boston, MA

7d • Hybrid

About The Position

Vanderweil Engineers is seeking a Help Desk Analyst (Tier 2/3) to serve as a senior member of the Desktop Support team, providing high-quality technical support to the company’s internal clients. The role offers opportunities to work with new technology, take ownership of business technology initiatives, and collaborate with an experienced team of technology professionals.

The position supports endpoint and identity management, Microsoft 365, complex technical escalations, conference room audiovisual systems, and security-related requests. It also contributes to documentation and process improvement. The role uses a hybrid work style, with in-person exposure to industry experts. Occasional travel and the ability to lift 35 pounds are required.

Requirements

• At least 5 years of help desk/support experience, with progression to advanced support.
• Strong communication and problem-solving skills.
• Knowledge of networking fundamentals, including DNS, DHCP, TCP/IP, and VPN.
• Experience with endpoint management, including Intune, GPO, and Windows Update.
• Ability to lift 35 pounds.
• Ability to travel occasionally.

Nice To Haves

• AEC industry experience.
• Autodesk experience.

Responsibilities

• Manage devices and users through Microsoft Intune / Endpoint Manager, including deployment, compliance, and lifecycle management.
• Support Microsoft 365, including Teams, Exchange Online, and OneDrive.
• Handle user access changes and identity management using Active Directory / Entra ID.
• Serve as a Tier 2/3 escalation point for complex technical issues.
• Troubleshoot Windows 11, Microsoft 365, VPN, MFA, SSO, and application issues.
• Collaborate with infrastructure and cybersecurity teams to resolve incidents.
• Manage vendor support tickets as needed.
• Set up and support conference room audiovisual systems, such as Logitech RallyBar.
• Support MFA enrollment and account recovery.
• Assist with investigation and response to security incidents.
• Maintain knowledge base articles and standard operating procedures.
• Recommend improvements to tools and workflows.

Benefits

• Wellness programs prioritizing physical and behavioral health.
• Hybrid work style with flexibility and in-person exposure to industry experts.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed