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Robert Half Logo Robert Half · IT - Administration

Help Desk/Desktop Support Analyst

United States, Cambridge Employment contract · Job Posted June 28, 2026
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Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide front-line technical assistance for a fast-paced health pharm/biotech environment in Cambridge, Massachusetts. This Long-term Contract position will support both onsite employees across multiple local buildings and remote users, delivering responsive service for everyday hardware, software, and account-related issues. The role is ideal for someone who enjoys hands-on problem solving, user interaction, and working as part of a collaborative support team.

Job Responsibility

  • Diagnose and resolve desktop, laptop, and peripheral issues to keep employees productive in both onsite and remote settings
  • Manage user support requests involving account access, password resets, and account unlocks while maintaining accurate system access records
  • Provide day-to-day administration and support within Active Directory, including user account updates and related access tasks
  • Assist end users with Microsoft 365 applications and address collaboration issues involving Zoom and Microsoft Teams
  • Deliver in-person technical assistance through a walk-up support kiosk and offer direct troubleshooting for hardware and software concerns
  • Track, update, and close support requests through ServiceNow while handling a mix of Level 1 through intermediate Level 2 support tickets
  • Support multiple office locations in Cambridge, Massachusetts, while also responding to requests from remote users in other locations
  • Contribute to endpoint and support initiatives such as Windows 11 deployment efforts, Intune rollout activities, and patch management improvements using ManageEngine

Requirements

  • At least 3 years of experience in help desk, desktop support, or a similar end-user support role
  • Practical experience supporting Active Directory user administration, including password resets and account access issues
  • Working knowledge of Microsoft Windows environments, including Windows 10 and general desktop troubleshooting
  • Experience supporting Microsoft 365 applications and assisting users with common productivity tool issues
  • Familiarity with service desk workflows and ticket management systems such as ServiceNow
  • Ability to deliver hands-on technical support in person and provide clear assistance to remote end users
  • Strong troubleshooting, communication, and customer service skills in a high-volume support environment

What we offer

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