Desktop Support Analyst

DescriptionThe Desktop Support Analyst will be responsible for escalated incidents, requests from the IT Helpdesk, assisting our Executive Team and end users in multiple locations. The Associate Application Analyst will also be responsible for improving and creating new IT processes to help streamline the business. The Associate Application Analyst will escalate incidents to specialized support if needed. The position calls for superior technical, and presentation skills to thrive in a fast-paced growing company. The role is high visibility and high customer-touch, so an upbeat, positive attitude combined with a passion for delivering first in class IT services is essential to success.Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory settingSupport and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating proceduresRecommend and test cost effective technical system improvementsDrive IT projects and deliverables with the help of the Sr. IT Helpdesk ManagerProactively create corrective and mitigating steps to reduce future incidents and ticket volumeUse an ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs)Manage Exchange Online including mailboxes, distribution groups, calendarsCollaborate with internal departments to improve/create processesWork with internal departments and external vendors to implement new applications, services to end usersParticipate in projects and act as a Subject Matter Expert for key technologiesContribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issuesAssist users with activating and troubleshooting company-owned mobile devicesWork directly with IT support teams for mission critical issues and adhere to department escalation policyOperate desktop imaging solution, application packaging, and configuration settingsResponsible for supporting audio and visual equipment for conference rooms and educating employees in its useIdentify, evaluate, promote, and implement customer support best practicesCarrying a Company Issued Mobile Phone Is RequiredIn partnership with other team members, lead the testing, configuration, installation and repair of IT related equipmentAssist in configuring and maintaining Active Directory, Azure, Office 365, and VoIP accountsProvide training and mentorship to new IT Helpdesk TechniciansDecommission hardwareConfigure and troubleshoot network printersAble to make some material decisions without consulting managerParticipate in weekend on-call rotation on an as needed basisAdditional Skills & QualificationsEducation Level: B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.Experience Level: 3+ years of relevant experiencePreferred Experience/Skills:Experience with working in the pharmaceutical industry and regulated environmentsAbility to handle multiple tasks in a fast-paced environment with strong attention to detailExpert knowledge of Microsoft Operating systemsStrong experience working with local Active Directory and AzureAbility to present formal and informal training and assistance to end usersApple iOS SystemsWorking knowledge of the administration of Microsoft Office 365 application suiteAbility to find creative and "out-of-the-box" solutions to incidents and requestsAbility to provide clear and logical thought processes to identify root causes of incidentsExpert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software componentsExperience working with enterprise Anti-Virus technologiesAble to work with people to establish goals, objectives, and change management plansExperience in installing and configuring Windows based applications using a software distribution toolExperience in working with enterprise Mobile Device Management technologiesWorking knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switchesAbility to understand and adhere to systems security and control procedures in accordance with departmental, and corporate standardsDemonstrated skills in time management, scheduling, and task prioritization to meet deadlines and goalsDesire to learn new technologiesOutstanding customer service providerExceptional interpersonal skills for written, and face to face communicationsAdvanced experience within the Office 365 Admin Center and AzureAD with an emphasis in Exchange Online Administration and troubleshootingServiceNow exp a plusJob Type & LocationThis is a Contract position based out of Waltham, MA.Pay And BenefitsThe pay range for this position is $35.00 - $40.00/hr.Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:Medical, dental & visionCritical Illness, Accident, and Hospital401(k) Retirement Plan - Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a fully onsite position in Waltham,MA.Application DeadlineThis position is anticipated to close on Jun 6, 2026.About TEKsystemsWe're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.About TEKsystems And TEKsystems Global ServicesWe're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.