Help Desk/Desktop Support Analyst

We are looking for a skilled Help Desk/Desktop Support Analyst to join our team in Cambridge, Massachusetts. In this role, you will provide hands-on technical support to ensure smooth operations for both local and remote users, assisting with hardware, software, and account-related issues. This is a long-term contract position with an opportunity to collaborate with a dynamic and supportive team in a global organization.

Responsibilities:

• Provide Level 1 to Level 2.5 support for technical issues, including troubleshooting hardware and software problems.
• Manage Active Directory tasks such as unlocking accounts, resetting passwords, and account administration.
• Address and resolve tickets using ServiceNow, ensuring timely and accurate documentation.
• Support and assist users with Microsoft Office 365, Zoom, and Teams applications.
• Deliver walk-up IT kiosk support to address immediate technical concerns.
• Participate in Windows 11 migration projects and extend technical assistance during transitions.
• Implement and maintain Intune and Manage Engine for system patching.
• Offer support for Mac OS devices as needed, ensuring cross-platform compatibility.
• Handle technical inquiries from both Cambridge-based and remote users.
• Collaborate with team leads and other members to enhance support strategies and ensure user satisfaction.