Help Desk Analyst (Tier 2/3) - Hybrid Work Environment

Rg Vanderweil.Com; Boston (MA); Hybrid; USD 70,000 - 80,000; Full time

Job summary

Vanderweil Engineers is seeking a Senior Helpdesk Analyst (Tier 2/3) for a hybrid role in Boston. You will lead desktop support, resolve complex issues, and collaborate with IT teams to improve systems and security.

The role requires 5+ years of helpdesk experience, strong communication, and familiarity with Intune, AD/Entra ID, and M365. Occasional travel and lifting 35 lbs are expected.

Qualifications

• 5+ years helpdesk/support experience with progression to advanced support.
• AEC industry or Autodesk experience preferred.
• Strong communication and problem-solving skills.
• Knowledge of networking fundamentals (DNS, DHCP, TCP/IP, VPN).
• Experience with endpoint management (Intune, GPO, Windows Update).
• Ability to lift 35 lbs and travel occasionally.

Responsibilities

• Deliver Tier 2/3 escalation support for complex issues.
• Troubleshoot Windows 11, M365, VPN, MFA, SSO, and apps.
• Collaborate with infrastructure and cybersecurity teams to resolve incidents.
• Manage vendor support tickets as needed.
• Set up and support conference room AV systems.
• Maintain knowledge base articles and SOPs; suggest tool/workflow improvements.

Skills

Helpdesk experience

Communication skills

Networking basics

Intune management

Travel readiness

Tools

Intune / Endpoint Manager

Active Directory / Entra ID

Microsoft 365 (Teams/Exchange/OneDrive)

VPN knowledge

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Help Desk Analyst (Tier 2/3) - Hybrid Work Environment

Corp Information Tech General Full Time Regular Professionals Boston Office, Boston, MA, US

2 days ago Requisition ID: 1548

About Us

Vanderweil Engineers was founded in 1950 and is a top-ranked national full-service engineering firm specializing in MEP/FP design and technology services. With 500+ employees located across nine offices, we are proud to be one of the largest independently owned engineering firms in the country.

As Senior Helpdesk Analyst (Tier 2/3), you will be a senior member of the Desktop Support team, delivering best in class support to Vanderweil internal clients. You will have opportunities to work with new technology and latitude to take ownership of business technology initiatives. You will be encouraged to use your versatility and problem-solving skills to deliver solutions and solve challenges. You will work with and learn from a long-term team of technology professionals.

Key Responsibilities

Endpoint & Identity Management

• Manage devices and users via Microsoft Intune / Endpoint Manager (deployment, compliance, lifecycle)
• Support Microsoft 365 environment including Teams, Exchange Online, and OneDrive
• Handle user access changes (adds, moves, changes) and identity management (Active Directory / Entra ID)

Technical Support & Troubleshooting

• Act as Tier 2/3 escalation for complex technical issues
• Troubleshoot Windows 11, M365, VPN, MFA, SSO, and application issues
• Collaborate with infrastructure and cybersecurity teams to resolve incidents
• Manage vendor support tickets as needed

AV & Onsite Support

• Set up and support conference room AV systems (e.g., Logitech RallyBar)

Security & Compliance

• Support MFA enrollment and account recovery
• Assist with investigation and response to security incidents

Documentation & Process Improvement

• Maintain knowledge base articles and SOPs
• Recommend improvements to tools and workflows

Key Requirements

• 5+ years helpdesk/support experience with progression to advanced support
• AEC industry or Autodesk experience preferred
• Strong communication and problem-solving skills
• Knowledge of networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• Experience with endpoint management (Intune, GPO, Windows Update)
• Ability to lift 35 lbs and travel occasionally

Key Responsibilities

We know that work/life integration is important to our employees. Our hybrid work style allows team members to have flexibility while building their skills through in-person exposure to industry experts.

Our wellness programs prioritize our team members’ physical and behavioral health.

We are an equal opportunity employer committed to equity and inclusion in the workplace.

The total compensation that we expect to pay for this role are $70,000 to $80,00.00 annually, depending on years of experience, skill sets, education and certifications.