Remote Desktop Support & IT Systems Analyst

Staples; Framingham (MA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

PTO: 22 days + holidays

Online and retail discounts

Company 401(k) match

Wellness programs

Job summary

Staples is hiring a Desktop Support Technician II to provide efficient end-user support for corporate associates in Framingham, MA, and remote users. You will handle hardware, software, and mobile device issues, and support imaging and deployment tasks to ensure stable end-user systems.

The role emphasizes strong customer service, collaboration with IT teams, and contribution to PC refresh initiatives, with on-site and occasional remote duties.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field, or equivalent combination of technical training, certifications, and relevant work experience.
• 2+ years of IT support, including Windows desktop environments.
• Experience with PC imaging and software deployment tools such as SCCM or similar.
• Experience providing mobile device support in an enterprise environment.
• Working knowledge of Microsoft 365 applications and services.
• Foundational understanding of TCP/IP and LAN connectivity.
• Ability to lift and move IT equipment as required.
• Reliable transportation to support on-site responsibilities.

Responsibilities

• Provide daily technical support to corporate and remote associates, troubleshooting hardware, software, and mobile device issues.
• Respond to and resolve incidents and service requests in accordance with established service levels.
• Image and deploy desktops and laptops using enterprise tools (SCCM, Intune), including installation of approved software.
• Perform PC refresh activities, including device setup, data migration, and post-deployment support.
• Configure and support peripherals and network-connected devices, including printers and mobile devices.
• Provide remote troubleshooting and resolution to minimize downtime.
• Assist users with data and settings identification and restoration during device transitions.
• Decommission and securely remove assets with proper data handling and compliance.
• Maintain accurate documentation of incidents, service activities, and procedures.
• Collaborate with internal teams, vendors, and stakeholders for effective issue resolution.
• Participate in on-call support rotation for priority users.

Skills

Customer service mindset

Communication skills

Problem-solving

Multitasking

Collaboration

Adaptability

Education

Bachelor’s degree in Computer Science or related field

Equivalent combination of technical training or certifications

Tools

SCCM

Intune

Microsoft 365

Windows OS

TCP/IP & LAN basics

Job description

Staples is hiring a Desktop Support Technician II to provide efficient end-user support for corporate associates in Framingham, MA, and remote users. You will handle hardware, software, and mobile device issues, and support imaging and deployment tasks to ensure stable end-user systems.

The role emphasizes strong customer service, collaboration with IT teams, and contribution to PC refresh initiatives, with on-site and occasional remote duties.