Desktop Support Analyst

Overview

Primary responsibility for Windows Desktop Support, asset management, laptop, mobile devices, software, and network connectivity. Specialists will support customers both onsite and remotely, with a focus on escalated ticket resolution and project-based work.

Desktop support specialists are expected to provide excellent end‑user experience, resolve complex technical issues and collaborate with other IT teams (e.g., networking, systems administration). Main duties include troubleshooting software packages, hardware devices, and peripherals; configuring systems per company policies; and handling sensitive data in accordance with privacy regulations.

Additional tasks include supporting the company‑wide Windows 11 migration project, maintaining documentation for internal knowledge sharing (e.g., “Tips and Tricks” intranet site), and assisting with printer troubleshooting in remote field offices. Candidates should be comfortable working with administrative privileges and proactively driving initiatives within the team.

• Troubleshoot and resolve escalated support issues onsite and remotely
• Ensure support tickets are resolved in accordance with SLAs and company procedures
• Configure hardware/software to customer specifications
• Author and maintain internal support documentation
• Deliver support for desktop computers, laptops, peripherals, and mobile devices
• Install and configure desktop hardware/software using standard procedures
• Collaborate with vendors and internal teams to resolve issues
• Work with various Windows system images and support Windows 11 migration
• Set up and troubleshoot domains, user accounts, and software accounts
• Configure, test, and troubleshoot network connectivity and wireless access
• Perform hardware upgrades and replacements
• Format, install, maintain, and troubleshoot desktop/laptop systems
• Occasionally supplement desk‑side support team during vacations or acquisitions
• Travel to acquisition sites may be requested but is not required

• Experience working with offshore teams (e.g., 8 L1 techs in India, 4 in Norwell)
• Familiarity with Microsoft Intune and Azure AD (Group Policy not required)
• Strong communication skills, with ability to explain technical issues in layman's terms
• Experience with SharePoint, One Drive, and proprietary applications (e.g., Win Web)
• Ability to create and maintain internal knowledge articles
• Printer troubleshooting experience, especially in remote environments

Intermediate Level

Contract to Hire position based out of Norwell, MA.

The pay range for this position is $28.00 - $33.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Norwell, MA.

This position is anticipated to close on Feb 28, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.