Job Description
We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical assistance for end users in Newton, Massachusetts. This fully onsite role supports a primarily Windows environment with some Mac devices and is ideal for someone who communicates clearly, thinks critically, and enjoys solving day-to-day technology issues. The team is seeking additional support due to increased demand, making this a great opportunity for an IT specialist with at least two years of experience in desktop and help desk support.
Responsibilities:
• Deliver onsite technical support for desktops, laptops, and related hardware in a predominantly Windows environment with some Mac systems.
• Diagnose and resolve everyday user issues involving operating systems, software, connectivity, and peripheral devices.
• Manage incoming service requests, document work performed, and follow incidents through to completion using the ticketing system.
• Support user account access and directory-related tasks, including basic administration within Active Directory.
• Set up, configure, and maintain workstations to ensure employees have reliable access to required tools and applications.
• Communicate with end users in a clear and approachable manner to clarify issues and provide timely updates on resolution progress.
• Collaborate with internal IT team members to address support volume and maintain consistent service levels across the organization.
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