Service Desk Analyst - Level II

Overview

About Suffolk

Suffolk is a national enterprise that builds, innovates, and invests. We provide value across the entire project lifecycle through our core construction management services and complementary business lines in real estate investment, design, self-perform construction, and technology start-up investment (Suffolk Technologies). By integrating data, artificial intelligence, and advanced technology through our Seamless Platform, we connect design, construction, and operations to deliver smarter, more predictable results and redefine how America builds.

Suffolk – America’s Contractor – is a national company with more than $8 billion in annual revenue, 3,000 employees, and 17 offices, including Boston (headquarters), New York City, Miami, West Palm Beach, Tampa, Estero, Dallas, Los Angeles, San Francisco, San Diego, Las Vegas, Herndon, U.S. Virgin Islands, and other key markets. Suffolk manages some of the most complex and transformative projects in the country, serving clients across healthcare, life sciences, education, gaming, aviation, transportation, government, mission critical, and commercial sectors.

Suffolk is privately held and is led by founder, chairman and CEO John Fish. Suffolk is ranked #8 on ENR’s list of “Top CM-at-Risk Contractors.” For more information, visit  and follow Suffolk on Facebook, Twitter, Linked In, You Tube, and Instagram.

At Suffolk, we believe that our total rewards program should offer you and your family the support you need when it matters most. That’s why we have created a program that provides employees with access to a wide variety of options that can be personalized to support you and your loved ones physically, emotionally, and financially.

Benefits include, competitive salaries, auto allowances and gas cards for certain roles, access to market leading medical and emotional and mental health benefits, dental, and vision insurance plans, virtual care options for physical therapy and primary care, generous paid time off, 401k plan with employer match and access to expert financial resources, company paid and voluntary life insurance, tax deferred savings accounts, 10 backup daycare days each year, short- and long-term disability, commuter benefits and more.

For more information, clickhere.

Role Summary

The Service Desk Analyst, Level II provides advanced technical support within Suffolk’s corporate Help Desk operations. As a senior technical contributor on the team, this role resolves complex issues, supports VIP users, leads small‑scale deployments, and drives process improvements. The Analyst mentors junior team members, manages onboarding workflows, and plays a key role in improving service desk processes, documentation, and end‑user experience.

Success in this role requires strong troubleshooting skills, problem solving, customer service skills, and the ability to collaborate across IT teams.

• Provide hands‑on and remote support for end users across Windows, MacOS and iOS devices.
• Serve as an escalation point for Tier 1 Help Desk staff and troubleshoot moderate to complex issues across hardware, software, and connectivity.
• Lead and support hardware/software deployments, including imaging, documentation, and device setup for corporate and jobsite teams.
• Execute weekly new hire setup and orientation, including account provisioning, equipment coordination, and user guidance.
• Document technical resolutions and contribute to internal knowledge base and training materials.
• Monitor ticket queues to identify trends and recommend process improvements or knowledge gaps.
• Mentor and support IT Analyst I team members, sharing technical knowledge and best practices.
• Collaborate with cross‑functional IT teams to resolve complex incidents and ensure seamless service delivery.
• Recommend, create, and maintain SOPs that support operational excellence.
• Assist with application and platform support including O365, Mimecast, Power Apps, Lenel, and Okta.
• Provide occasional field support to our local job sites. This may include basic network troubleshooting, AV troubleshooting and Laptop support.

• Bachelor’s degree preferred or equivalent…