Location: Onsite Waltham, MA
Contract Length: 3-6 Months
Job Summary:
The End User Support Analyst provides technical assistance and support for hardware, software, and network-related issues to ensure seamless IT operations. This role involves troubleshooting, diagnosing, and resolving technical problems and assisting users with system navigation and IT-related queries. The ideal candidate will possess strong problem-solving skills, excellent customer service abilities, and a deep understanding of IT infrastructure.
Key Responsibilities:
- Provide first-line technical support to end users via phone, email, chat, or in-person.
- Diagnose and troubleshoot hardware, software, and network-related issues, escalating complex problems as necessary.
- Install, configure, and maintain end-user devices, including laptops, desktops, mobile devices, and peripherals.
- Manage user accounts, permissions, and access rights in accordance with company policies.
- Assist with the deployment and maintenance of enterprise applications and software updates.
- Document support requests, issues, and resolutions in the IT service management system.
- Conduct training and create user guides to assist employees in utilizing IT tools effectively.
- Collaborate with IT teams to improve support processes and enhance the end-user experience.
- Monitor and maintain IT asset inventory, ensuring proper tracking and lifecycle management.
- Stay updated on industry trends and emerging technologies to improve support services.
Qualifications and Skills:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 2+ years of experience in IT support, help desk, or end-user support roles.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft 365, Active Directory, and other enterprise IT systems.
- Experience troubleshooting hardware components, network connectivity, and software applications.
- Basic understanding of IT security best practices.
- Excellent problem-solving and communication skills.
- Customer-focused mindset with the ability to handle support requests professionally and efficiently.
- Ability to work independently and collaboratively in a team environment.
- IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are a plus.
Work Environment & Physical Requirements:
- Ability to work in an office environment with occasional remote support responsibilities.
- May require lifting and moving IT equipment (e.g., monitors, computers, printers).
- Some after-hours support or on-call duties may be required.
