Help Desk/Desktop Support Analyst

• Resolve escalated desktop, application, and access-related issues for assigned client accounts through a mix of remote troubleshooting and onsite support
• Manage daily service requests and incident tickets in ConnectWise, maintaining accurate documentation, status updates, and time tracking
• Visit client locations as needed for scheduled support, urgent troubleshooting, hardware deployment, and hands-on technical assistance
• Support Microsoft 365 technologies, including user access, Office applications, SharePoint, and general account administration
• Assist with employee onboarding and offboarding by preparing devices, configuring accounts, assigning licenses, and validating access
• Coordinate laptop setup, imaging, refresh activities, warranty-related follow-up, and rollout of new equipment across client environments
• Provide support for connectivity issues involving remote access tools, VPN solutions, and endpoint communication with business systems
• Contribute to project-based work such as infrastructure upgrades, equipment testing, office technology improvements, and environment standardization
• Partner with engineering teams on more advanced network and security matters, including occasional work involving switches and firewalls
• Track hardware and software assets, support purchasing activities, and help maintain accurate licensing and inventory records

• 3+ years of experience in desktop support, help desk, or technical support roles within a multi-client or managed services environment
• Hands-on background supporting Windows 10, Microsoft environments, Active Directory, and Microsoft 365 applications
• Experience working with ticketing platforms such as ConnectWise and managing multiple priorities in a structured support workflow
• Ability to troubleshoot laptops, desktop hardware, user access issues, remote access tools, and VPN connectivity problems
• Familiarity with SharePoint administration, account provisioning, licensing, and end-user support best practices
• Strong client-facing communication skills with the ability to work independently during onsite visits and collaboratively with remote teams
• Comfortable traveling to client sites in and around Boston, Massachusetts, including occasional longer visits within the region

Exposure to asset management, device rollovers, and equipment lifecycle support is preferred

• medical
• vision
• dental
• life and disability insurance
• 401(k) plan