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

RG Vanderweil.com • Boston, MA

6h • Hybrid

About The Position

Vanderweil Engineers, founded in 1950, is a top-ranked national full-service engineering firm specializing in MEP/FP design and technology services with over 500 employees across nine offices. As a Senior Helpdesk Analyst (Tier 2/3), you will be a senior member of the Desktop Support team, providing best-in-class support to internal clients. This role offers opportunities to work with new technology, take ownership of business technology initiatives, and utilize problem-solving skills to deliver solutions. You will collaborate and learn from a long-term team of technology professionals.

Requirements

• 5+ years helpdesk/support experience with progression to advanced support
• Strong communication and problem-solving skills
• Knowledge of networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Experience with endpoint management (Intune, GPO, Windows Update)
• Ability to lift 35 lbs and travel occasionally

Nice To Haves

• AEC industry or Autodesk experience preferred

Responsibilities

• Manage devices and users via Microsoft Intune / Endpoint Manager (deployment, compliance, lifecycle)
• Support Microsoft 365 environment including Teams, Exchange Online, and OneDrive
• Handle user access changes (adds, moves, changes) and identity management (Active Directory / Entra ID)
• Act as Tier 2/3 escalation for complex technical issues
• Troubleshoot Windows 11, M365, 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 AV systems (e.g., Logitech RallyBar)
• Support MFA enrollment and account recovery
• Assist with investigation and response to security incidents
• Maintain knowledge base articles and SOPs
• Recommend improvements to tools and workflows

Benefits

• Work/life integration through a hybrid work style
• Flexibility while building skills through in-person exposure to industry experts
• Wellness programs prioritizing team members’ physical and behavioral health

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 251-500 employees