Desktop Support Analyst

VitalEdge Technologies; Boston (MA); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology solutions provider based in Boston is looking for an End User Support Analyst to provide technical assistance for hardware and software issues. The role involves troubleshooting, diagnosing problems, and helping users with IT queries. Ideal candidates will have a Bachelor’s degree in IT or a related field, plus 2+ years of support experience. Proficiency in Windows, macOS, and IT systems is essential, along with strong problem-solving skills and a customer-focused approach.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field or equivalent experience.
• 2+ years of experience in IT support or help desk roles.
• Strong knowledge of Windows and macOS operating systems.

Responsibilities

• Provide first-line technical support via phone, email, and in-person.
• Diagnose hardware, software, and network issues.
• Install and maintain end-user devices.

Skills

Problem-solving

Customer service

Knowledge of Windows

Knowledge of macOS

IT security best practices

Education

Bachelor's degree in Information Technology or related field

CompTIA A+ certification

ITIL Foundation certification

Microsoft certifications

Tools

Microsoft 365

Active Directory

Job description

The End User Support Analyst provides technical assistance and support for hardware, software, and network-related issues to ensure seamless IT operations. This role involves troubleshooting, diagnosing, and resolving technical problems and assisting users with system navigation and IT-related queries. The ideal candidate will possess strong problem-solving skills, excellent customer service abilities, and a deep understanding of IT infrastructure.

Key Responsibilities:

• Provide first-line technical support to end users via phone, email, chat, or in-person.
• Diagnose and troubleshoot hardware, software, and network-related issues, escalating complex problems as necessary.
• Install, configure, and maintain end-user devices, including laptops, desktops, mobile devices, and peripherals.
• Manage user accounts, permissions, and access rights in accordance with company policies.
• Assist with the deployment and maintenance of enterprise applications and software updates.
• Document support requests, issues, and resolutions in the IT service management system.
• Conduct training and create user guides to assist employees in utilizing IT tools effectively.
• Collaborate with IT teams to improve support processes and enhance the end-user experience.
• Monitor and maintain IT asset inventory, ensuring proper tracking and lifecycle management.
• Stay updated on industry trends and emerging technologies to improve support services.

Qualifications and Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support, help desk, or end-user support roles.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft 365, Active Directory, and other enterprise IT systems.
• Experience troubleshooting hardware components, network connectivity, and software applications.
• Basic understanding of IT security best practices.
• Excellent problem-solving and communication skills.
• Customer-focused mindset with the ability to handle support requests professionally and efficiently.
• Ability to work independently and collaboratively in a team environment.
• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.

Work Environment & Physical Requirements:

• Ability to work in an office environment with occasional remote support responsibilities.
• May require lifting and moving IT equipment (e.g., monitors, computers, printers).
• Some after-hours support or on-call duties may be required.