What are the responsibilities and job description for the Help Desk Analyst position at Franklin Fitch?
Help Desk Analyst | Boston, Hybrid | $65,000 - $80,000
This is an opportunity to join the IT Support team at one of Boston’s most professional services firm. The firm is investing heavily in technology right now, particularly across cloud and security, with senior technology leaders hired to modernise and drive change.
This role is a backfill due to internal promotion, which speaks strongly to the firm’s career progression. The previous Helpdesk Analyst spent several years building experience and has now moved into a System Administrator role. He’ll remain involved initially and take responsibility for training and onboarding the new hire, making this a strong learning opportunity.
What the role looks like day to day
You’ll provide first‑line technical support to a demanding, professional user base including partners and senior stakeholders. Support covers a standard help desk stack, Windows, Active Directory, Microsoft 365, and basic networking, alongside deskside troubleshooting and user support.
Communication and composure are critical. You’ll interact directly with people across the firm, often in fast‑paced or high‑pressure situations, so confidence, problem‑solving ability, and calm delivery matter as much as technical skill.
While professional services or legal experience is a plus, successful hires have come from other industries. The emphasis is on maturity, organisation, and the ability to deliver polished support.
Who this suits
Someone with a couple of years of help desk or IT support experience who wants to step into a high‑quality, stable environment with clear progression paths. This is not a role for someone who needs heavy hand‑holding, confidence, accountability, and professionalism are key.
Salary : $65,000 - $80,000