Desktop Support Analyst

FirstPro is now accepting resumes for a Desktop Support Analyst position based in Boston, MA. This role will focus on providing higher level Technical Support to internal users on hardware, software, applications, imaging and peripherals. This is a contract to permanent hire role that can provide OT pay.

Responsibilities

• Assist users with technical issues related to peripheral devices (docking station, keyboard, mouse, monitors, laptop, etc.) including hardware replacement
• Monitor and respond to helpdesk tickets
• Perform the employee onboarding processes including training end users, imaging laptops, and deploying hardware
• Assist in the use of enterprise imaging, software deployment tools, and data migration for end user computing needs
• Manage support calls for printer break/fix services
• Support and distribute company-owned mobile devices
• Communicate and coordinate regularly with Director of IT Infrastructure and Operations, as well as the Manager of Helpdesk
• Participate in on-call rotation for emergency support phone queue
• Assist in supporting the company's security posture
• Work with IT teams to acquire service level performance metrics for all desktop system and related infrastructure elements

Requirements

• BSc in IS, CS, or equivalent experience; will consider experience in lieu of a degree; A+, MCP or other equivalent certification is a plus
• Minimum five (5) years of experience in a desktop support and end-user support role
• Windows 10/11 Pro support
• Desktop and hardware configurations, including Thunderbolt docking solutions
• Apple iOS device support
• LAN-based imaging
• Support end user VPN connectivity issues
• Excellent customer service skills
• Current LAN and WLAN IP network technologies
• Windows 10/11 Pro 64-bit Enterprise operating systems
• Knowledge must reflect current technologies with experience on corporate Windows computer operating systems
• Evening/weekend work may be required; Occasional travel as needed
• Rotating on-call coverage support required
• Requires physical activity including the regular moving of items of fifty (50) pounds or more