Desktop Support Analyst

Job Title: Desktop Support Analyst

Location: Wilmington, MA

Position Overview:

We are seeking a customer-oriented, highly skilled, and experienced Desktop Support Analyst to join our IT team and provide onsite support and maintenance for desktop systems and software. This role requires an understanding of operating systems (Windows, macOS), hardware, software, security, and networking. The ideal candidate will have a strong ability to troubleshoot technical issues, manage desktop systems locally, and ensure seamless support to end-users while maintaining security and compliance standards. This role will install and configure hardware, troubleshoot software issues, and support various IT projects. Further, the Desktop Support Analyst will be heavily involved with onboarding new users.

Key Duties and Responsibilities

1. Customer, Client, and Team Orientation

• Develop and maintain strong internal working relationships across restor3d.
• Provide internal customer support by identifying, prioritizing, and confirming resolution of reported IT problems
• Understand the objectives, responsibilities, and mission of the IT department and work towards those goals.
• Assist in planning and executing work activities; adapt to changing conditions.

2. Desktop Support & Troubleshooting

• Provide desktop support to end users, addressing hardware, software, and application issues across various operating systems (Windows, macOS, and others).
• Install, configure, repair, and maintain desktop systems, including workstations, printers, mobile devices, and other peripherals.
• Respond to and resolve technical issues related to operating systems, applications, and hardware via a ticketing system.
• Offer both remote and on-site support to ensure swift resolution of issues and minimize disruptions, enhancing the end-user experience.
• Manage and implement software installations, updates, and patches to maintain system security and functionality.
• Monitor and maintain Active Directory groups/users.

3. Security & Risk Management

• Work closely with the security team to ensure compliance with company security standards and best practices for desktop systems.
• Proactively monitor desktop systems for vulnerabilities, implementing corrective actions as necessary to secure systems.

4. Asset Management & Documentation

• Onboard new users to the IT environment by providing end-user training on best practices for desktop applications, IT systems, and network security to promote effective usage and safety.
• Oversee new account creation and account change requests.
• Create and update documentation for desktop systems, network configurations, and troubleshooting procedures.
• Regularly update and maintain knowledge base articles, providing valuable resources for both end users and IT staff across locations.
• Track hardware and software inventory.

5. Perform other duties and responsibilities as assigned.

Qualifications and Experience

Required:

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 2+ years of experience in desktop support, IT helpdesk, or technical support roles.
• Strong experience with desktop support across various operating systems (Windows, macOS), including hardware, software, and application issues.
• Understanding of networking technologies such as TCP/IP networking, VPN, and Wi-Fi troubleshooting.
• Experience with helpdesk ticketing systems (e.g. ServiceDesk Plus, ServiceNow, Jira, Zendesk, etc.)
• Excellent troubleshooting and problem-solving skills with a customer-focused approach.
• Strong verbal and written communication skills, able to communicate effectively with both technical and non-technical stakeholders.

Preferred:

• Experience supporting IT systems in regulated industries (e.g., FDA, GMP, ISO compliance environments).
• Industry certifications such as Microsoft Certified or CompTIA A+.
• Experience with cloud platforms and Microsoft 365 administration. Experience with managing enterprise-level desktop support solutions and network systems.