Help Desk/Desktop Support Analyst

Description We are looking for a Help Desk/Desktop Support Analyst to provide onsite technical support for a growing team in Lowell, Massachusetts. This Long-term Contract position is ideal for someone who enjoys solving end-user issues, delivering excellent customer service, and supporting a Microsoft- and Citrix-based environment. The role will focus on day-to-day desktop and help desk support, user account administration, and troubleshooting across hardware, software, and access-related issues. You will work closely with IT leadership and local staff to maintain reliable technology services for the office.

Responsibilities:

• Deliver in-person and remote support for employees by diagnosing and resolving common hardware, software, login, and connectivity issues.
• Manage service desk requests from intake through resolution, ensuring timely updates, accurate documentation, and a positive user experience.
• Support user administration tasks across Microsoft 365, Active Directory, Entra, Azure, and on-premises systems, including account setup, access changes, and password resets.
• Troubleshoot and assist with Citrix environments across desktop and mobile access, including workspace connectivity and secure access issues.
• Provide support for Windows-based devices and related endpoint technologies, including desktop configuration, basic operating system setup, and device troubleshooting.
• Assist with printer and secure print support, as well as general peripheral setup for end users in the office.
• Help maintain daily onsite IT coverage for the Lynn, Massachusetts location while partnering with regional and managerial IT resources.
• Contribute to endpoint deployment activities and support operating system rollouts, including learning and assisting with IGEL-based desktop environments as needed. Requirements
• Hands-on experience supporting end users in a help desk, desktop support, or service desk environment.
• Working knowledge of Active Directory, Microsoft 365, and Windows 10 troubleshooting.
• Experience handling service desk tickets and prioritizing technical issues in a structured support process.
• Familiarity with Citrix administration or user support, especially for workspace access and session troubleshooting.
• Strong customer service and communication skills with the ability to assist users in a detail-oriented, approachable manner.
• Basic understanding of Microsoft infrastructure, including Windows environments and user access management.
• A certification such as CompTIA or Google IT Support, or a related degree, is preferred.
• Ability to work onsite on a daily basis in Lynn, Massachusetts.

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