Help Desk Analyst

Help Desk Analyst

4-5 Months, Contract To Hire

Location: Acton, MA (3-4 days onsite)

Hours: 9 AM - 5 PM

Job Summary:

Our client is looking for a proactive and service-oriented Help Desk Analyst to deliver technical support and ensure a smooth end-user experience. In this role, you’ll troubleshoot and resolve hardware, software, and network issues across a dynamic retail and corporate environment. Success in this position requires strong problem-solving abilities, clear communication skills, and a collaborative approach to user support.

Responsibilities:

• Respond to and resolve technical support requests related to desktops, laptops, POS systems, peripherals, and networking.
• Maintain, upgrade, and troubleshoot computer systems and related hardware/software components.
• Track and manage IT assets, ensuring up-to-date software and security compliance.
• Provide end-user support, including onboarding and delivering clear, accessible training on devices, tools, and systems.
• Collaborate with IT team members on system rollouts, upgrades, and cross-functional projects.
• Participate in on-call rotations and provide occasional onsite support at retail locations and distribution centers.
• Strive to reduce downtime and enhance system reliability through proactive support and prompt issue resolution.

Requirements:

• Education associate or bachelor's degree in information technology, Computer Science, or a related field (or equivalent professional experience).
• Experience 2–4 years in an IT support or technical support role.
• Certifications One or more of the following preferred: CompTIA A , ITIL Foundation, Microsoft certifications.
• Operating Systems: Windows, macOS
• Mobile Platforms: iOS, Android
• Cloud Services: Active Directory, Azure, Microsoft 365
• Endpoint Management: Intune, JAMF, Autopilot
• Patching Tools: ManageEngine Desktop Central or similar
• Security Tools: CarbonBlack, Microsoft Defender, Fortinet or equivalent
• Networking: Foundational understanding of TCP/IP, DNS, DHCP