Senior Help Desk Analyst (Hybrid) - Tier 2/3, Windows/M365

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

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.