Service Desk Analyst

BXP, Inc.; Massachusetts; On-site; USD 69,000 - 97,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement savings plan

Educational assistance

Commuter transit subsidy

Backup childcare

Employee support programs

Job summary

BXP, Inc. in Massachusetts is seeking an End User Support Specialist to install, troubleshoot, and repair desktops, laptops, and peripherals, and to support Windows 11 and Microsoft 365.

You will work with IT teams to resolve issues, manage user accounts in Active Directory/Entra ID, and provide on-site and remote assistance, with occasional after-hours work and travel as required.

Qualifications

• High school diploma or equivalent; BA/BS preferred.
• 1 year of service desk support in a Microsoft environment.
• Excellent knowledge of Windows 11 and Microsoft Office.
• Familiar with remote support tools like SCCM, Teams, and RDP.
• Understanding of basic networking concepts (switches/routers).
• Strong communication and customer service skills.

Responsibilities

• Install and support peripherals and software including Office and Adobe.
• Respond to requests in person or via remote tools; escalate when needed.
• Diagnose hardware problems and coordinate repairs.
• Setup new laptops/desktops/printers and manage accounts in AD/Entra ID.
• Support Windows policies, AD OU management, and Intune profiles.
• Maintain hardware/software inventory and standard images.
• Assist with AV equipment in conference rooms; support network services.
• Provide one-on-one instruction and maintain policy-compliant documentation.
• Travel and flexible hours may be required.

Skills

Windows 11

Microsoft Office

Remote support

Customer service

Communication skills

Troubleshooting

Multi-tasking

Teamwork

Education

High school diploma or equivalent

BA/BS preferred

Tools

SCCM

Microsoft Teams

Remote Desktop Protocol (RDP)

Active Directory

Intune

Group Policy

Job description

Primary Purpose of Position

Support the computing needs of all desktop and laptop users, including installation, upgrades, problem resolution and repair.

Job Description

Primary Purpose of Position

Support the computing needs of all desktop and laptop users, including installation, upgrades, problem resolution and repair.

Essential Functions

End User Support

• Install and support the use of peripherals and computer software including, but not limited to, Microsoft Office, Adobe and other applications.
• Respond to requests for assistance in person or via remote support tools and elevate problems and requests as appropriate.
• Diagnose hardware problems and perform and/or coordinate the repair of hardware.
• Install new laptops, desktops, printers, personal device assistants and other peripherals.
• Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Adobe Creative Cloud suite and other applications.
• Maintain and enforce software policies and standards.
• Interact with the Application Development, Information Security, and Network Services teams to resolve issues with network-based services.
• Interact with Physical Security team to resolve issues regarding Building Management Systems (BMS), Facilities systems, and Access Control systems.
• Setup and maintain user accounts in Active Directory and Entra ID.
• Support the use of Windows Group Policies and Active Directory Organization Units (OUs), as well as Intune Configuration Profiles.
• Maintain and enforce security policies and directory standards.
• Maintain the inventory of hardware and software.
• Manage and maintain standard computer images and installations.
• Support the use of audio-visual equipment in conference rooms.

Operations Support

• Manage printer maintenance and toner service.

Internal Operations

• Conduct one-on-one instruction.
• Maintain documentation in accordance with policies and control requirements.
• Conduct research on new technologies or products.
• Recommend purchases based on an assessment of user requirements.

General

• Special projects and other duties as assigned.

Requirements and Qualifications

• A high school diploma or equivalent educational certification required.A BA/BS preferred.
• A minimum of 1 year service desk support experience in a Microsoft environment.
• Excellent working knowledge of Windows 11 and the suite of Microsoft Office products.
• Possess working knowledge of remote control support applications, such as Microsoft System Center and Configuration Manager (SCCM), Microsoft Teams screen-share and Remote Desktop Protocol (RDP).
• Understand basic networking concepts and the operation of switches, routers and hubs.
• Proven ability to provide telephone-based and in-person support for troubleshooting and resolving technical issues.
• Excellent verbal and written communications skills.
• Proven ability to interact with all levels of employees.
• Ability to demonstrate multi-task management skills.
• Demonstrated commitment to and proficiency in customer service culture.
• Exhibits and champions excellence in work habits and a willingness to embrace change.
• Demonstrated ability to work proactively, independently, and as part of a team is essential.
• Be detail-oriented and methodical in solving problems and managing multiple projects.
• Possess an aptitude toward learning technical concepts.
• Be results-oriented and a quick learner in supporting new products and technologies.
• Be able to travel and to work flexible schedules outside normal business hours when required.

Physical Requirements

• Involves work of a general office nature usually performed sitting such as answering the phone and operation of a computer.
• Involves work of a general office nature usually performed standing such as operation of a photocopier and a fax machine.
• Involves work of a general nature related to computer repair.
• Involves movement between departments and sometimes office building floors to facilitate work.
• Involves lifting of computers & monitors up to 50 pounds.

Internal and External Contacts

• This position regularly interacts in both verbal and written form with employees, vendors and contractors.
• This position may interface with external vendors on occasion.

Reporting Structure

• This position regularly interacts in both verbal and written form with employees, vendors and contractors of BXP in supporting an inventory of over 700 desktops and laptops.This position may interface with external vendors.

Salary Range

$69,000 - $96,750. BXP offers a competitive total rewards package including base salary and annual discretionary bonus. The range represents expected base salary; compensation will be determined based on role, skills, experience, qualifications, location, and other job-related factors. Our comprehensive benefits include medical and dental coverage, a retirement savings plan with competitive company match, backup childcare, educational assistance, employee support programs, a generous commuter transit subsidy and more. BXP is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.