Desktop Support Analyst

Description

We are seeking a highly skilled and customer-focused User Support Technician II to join our IT User Services team. This role is designed for an experienced support professional who thrives in a fast-paced environment and is passionate about delivering exceptional end-user experiences while solving more complex technical issues.

In this role, you will act as a key escalation point for advanced troubleshooting, provide mentorship to Level I technicians, and contribute to the continuous improvement of IT services and processes.

This is a fully onsite role based at our Marlborough, MA location, with standard working hours of 8:00 AM – 5:00 PM, including a one-hour lunch break.

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What You’ll Do

Advanced End User Support

• Provide multi-channel support via Service Desk tickets, Microsoft Teams, phone, and walk-up support

• Troubleshoot and resolve moderately complex to complex issues, including:

o Windows 10/11 devices

o Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

o Hardware (laptops, peripherals, mobile devices)

• Act as an escalation resource for Level I technicians

• Deliver a high-quality customer experience with clear, professional communication

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Device & Asset Management

• Lead device configuration, deployment, and lifecycle management

• Ensure asset inventory accuracy across procurement, tracking, and disposal

• Oversee and optimize the loaner equipment program

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Access & Identity Support

• Manage user account provisioning, access changes, and escalations

• Support Active Directory / Azure AD user account administration via AD Manager Plus

• Assist with permission and access troubleshooting across enterprise systems

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Operational Support & Process Improvement

• Manage and document incidents and service requests in ServiceNow

• Identify trends and recurring issues and drive root cause analysis and resolution

• Develop and maintain knowledge base articles and documentation

• Recommend and implement improvements to support processes and workflows

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Onsite & Remote Support

• Provide onsite support at the assigned location with occasional travel to other local sites as needed

• Support remote employees using modern remote support tools

• Participate in after-hours or on-call support rotation as needed ________________________________________

Team Contribution & Mentorship

• Mentor and support Level I technicians

• Assist with onboarding and training of new team members

• Collaborate with Tier 2/3 teams, engineering, and infrastructure teams to resolve escalated issues

Additional Skills & Qualifications

• Experience with:

o Endpoint management tools (e.g., Intune, SCCM)

o Identity & access management concepts

o Endpoint security tools (AV/EDR)

• Experience supporting enterprise applications and cross-functional systems

• Certifications such as:

o CompTIA A+, Network+, Security+

o Microsoft certifications (Modern Desktop Administrator, Azure Fundamentals)

Job Type & Location

This is a Contract position based out of Marlborough, MA.

The pay range for this position is $29.00 - $31.00/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 Marlborough,MA.

This position is anticipated to close on May 30, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

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

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.