Help Desk Analyst II, Windows Mac Support & White Glove Service
Overview
Own high-touch desktop and end-user support for Windows and Mac at a Massachusetts site on a contract basis. Scale to support a reliable corporate computing environment and contribute to technology improvements. The team values service focus, clear communication, and rapid issue resolution. This role stands out through white glove, personalized support and a collaborative, fast-moving environment.
What You'll Do8
- 1Build and maintain Windows and Mac end-user support workflows to reduce resolution times
- 2Design and implement user-facing guidance to minimize repeated issues
- 3Lead incident triage and coordinate with IT teams to restore services quickly
- 4Ship and document standard operating procedures for common problems
- 5Own customer communication and ensure a positive support experience
- 6Scale support processes to handle varying ticket volumes
- 7Drive improvements to end-user computing tools and environments
- 8Debug hardware and software issues across endpoints
Requirements5
- 15+ years supporting Windows and macOS environments in a high-touch setting
- 2Experience with endpoint hardware and software troubleshooting
- 3Strong problem solving and communication skills in a client-facing role
- 4Ability to work onsite in Boston MA on a contract basis
- 5Familiarity with IT ticketing systems and incident management
Salary Insight
$38 - $40k per year
Location
Required Skills
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