FirstPro is now accepting resumes for a Desktop Support Analyst position based in Boston, MA. This role will focus on providing L2 support to internal users on hardware, software, applications and peripherals. This is a contract to permanent hire role.
Responsibilities
- Assists users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
- Monitors and responds to helpdesk tickets
- Maintains an accurate inventory of hardware devices and software licenses to ensure the firm’s compliance with legal requirements and corporate policies
- Performs regular audits to ensure that software and hardware inventory information is accurate
- Performing onboarding processes (training end users, imaging laptops, deploying hardware)
- Assists in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
- Supports account lockouts and password resets
- Manages support calls for printer break/fix services
- Collaborates with the HR department regarding employee additions/changes/moves/departures
- Assists in video conference setup, training and problem resolution
- Assists with printer support and maintenance
- Supports and distributes company-owned mobile devices
- Establishes strong relationships with end-users to advise and promote how information technology can be used to address business objectives
- Participates in on-call rotation for emergency support phone queue
- Assists with on-site systems, infrastructure and networking hardware installations, in coordination with the Infrastructure team
- Assists with the testing of relevant technology solutions
- Participates in documenting, maintaining and applying IT procedures/guidelines
- Works with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements
Requirements
- A+, MCP or other equivalent certification
- BSc in IS, CS, or equivalent experience
- Minimum five (5) years of experience in a desktop support and end-user support role
- Windows 10/11 Pro support
- Microsoft Office 2016 or newer support
- Microsoft 365 support
- Active Directory support
- Laptop hardware/software support, Lenovo a plus
- Desktop and hardware configurations, including Thunderbolt docking solutions
- Apple iOS device support
- LAN-based imaging
- Endpoint VPN connections
- Virtual desktop environments (VDI)
- Remote desktop support (RDP)
- Troubleshooting printers
- Zoom and Zoom Rooms support
