We are looking for a Help Desk/Desktop Support Analyst to support employees in Watertown, Massachusetts by preparing reliable laptop environments and delivering responsive technical assistance. This Long-term Contract position is ideal for someone who enjoys solving day-to-day technology issues, improving the end-user experience, and keeping systems organized and up to date. The role combines hands-on desktop support, device setup, user guidance, and documentation within a fast-paced IT environment.

Responsibilities:

• Prepare, configure, and refresh Windows and Mac laptops using Intune while ensuring each device aligns with company security and operational standards.
• Deliver in-person desktop support for hardware, software, account access, and network connectivity issues affecting end users.
• Guide employees on the effective use of workplace tools such as Office 365, Box, Zoom, Slack, and related business applications.
• Record issue resolution steps and create clear knowledge resources to streamline support for recurring technical problems.
• Partner with fellow IT team members to maintain consistent service delivery and resolve support requests efficiently.
• Build and update standard operating procedures and runbooks for core support and endpoint management activities.
• Maintain accurate records for IT assets, assigned equipment, and user inventories to support lifecycle tracking and accountability.
• Adjust to changing priorities in a growing IT organization and contribute across a broad range of support needs as required.