Desktop Support Analyst

1 month ago


Boston, United States firstPRO, Inc Full time

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


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