What are the responsibilities and job description for the Service Desk Analyst position at Feuji?
Feuji Inc is a global technology solutions company that strives to be a trusted partner in your digital transformation journey, with a focus on empowering your organization to shift IT from a cost center to a revenue generating powerhouse focused on Cloud, Data science, and Cyber security. We are an Award-Winning IT Professional Services & Consulting firm HQ in Dallas, nearshore office in Costa Rica and have offshore offices in India.
Job Title: Sr. Onsite Support Engineer/Service Desk Analyst
Employment Type: 6 Months Contract to Start
Location: 140 Kendrick St Building B, 3rd Floor Needham, MA 02494
Position Summary
The Senior Onsite Support Engineer provides high-level technical support for end-user systems, audio/visual (A/V) technology, and executive personnel. This role ensures reliable IT operations across the organization, with a strong focus on delivering white-glove service to senior leaders and maintaining a seamless experience in conference rooms, meetings, and presentations. The ideal candidate combines advanced troubleshooting skills with excellent communication, professionalism, and discretion.
Key Responsibilities
Executive & VIP Support
Provide dedicated, white-glove IT support to executives and senior staff, ensuring rapid response and minimal downtime.
Manage and support all executive workstations, mobile devices, and remote access configurations.
Coordinate with executive assistants to schedule and test A/V and teleconferencing systems before meetings.
Maintain the highest levels of professionalism, confidentiality, and attention to detail in all interactions.
Audio/Visual (A/V) and Conference Technology
Support, configure, and troubleshoot conference room technologies, including Zoom Rooms, Teams Rooms, projectors, displays, video conferencing systems, microphones, and room scheduling devices.
Partner with facilities and vendors to maintain A/V hardware and ensure optimal functionality.
Provide on-site A/V support during executive meetings, town halls, and live events.
Implement best practices for meeting room setups, device management, and preventive maintenance.
Desktop & End-User Support
Provide Tier 2/3 support for desktops, laptops, printers, mobile devices, and peripherals.
Install, configure, and maintain Windows and macOS systems, software, and user profiles.
Troubleshoot complex hardware and software issues; escalate when necessary.
Support enterprise collaboration tools such as Microsoft 365, Teams, Zoom, and other productivity suites.
Maintain asset inventory, system images, and deployment tools (e.g., Intune, SCCM, or JAMF).
Operational & Project Support
Participate in IT infrastructure and end-user computing projects, including migrations, upgrades, and rollouts.
Contribute to documentation, knowledge base articles, and training materials.
Mentor junior support staff and help establish support standards and procedures.
Qualifications
Required:
5 years of hands-on desktop or end-user support experience in a corporate environment.
Strong expertise with Windows 10/11, macOS, Office 365, and mobile device management (MDM) platforms.
Proven experience supporting executive leadership and VIPs with professionalism and discretion.
Advanced knowledge of A/V systems (Zoom Rooms, Microsoft Teams Rooms, Crestron, Logitech, Poly, etc.).
Excellent troubleshooting, communication, and customer service skills.
Preferred:
Certifications such as CompTIA A , Network , Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
Experience with Intune, SCCM, JAMF, Active Directory, and Group Policy management.
Familiarity with networking fundamentals (TCP/IP, Wi-Fi, VPN) and remote access tools.
Previous experience in a fast-paced, executive-facing environment.
Core Competencies
Exceptional customer focus and interpersonal communication skills.
Ability to work independently and under pressure in high-visibility situations.
Strong organizational and time management skills.
Attention to detail with a proactive, problem-solving mindset.
Discretion and professionalism when handling sensitive or confidential matters.
Physical & Work Environment Requirements
Ability to lift up to 40 lbs for equipment setups.
May require occasional after-hours or weekend work for maintenance or executive events.
Primarily on-site role with potential for hybrid flexibility depending on business needs.
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