IT Service Desk Analyst

Job title: IT Service Desk Analyst

Job type: Perm

Salary: $85,000 - $105,000

Role Location: Boston, Massachusetts

Visa requirements: US Work Authorization (no sponsorship provided)

The Company

Our client is the largest publicly traded developer, owner, and manager of premier workplaces in the United States. The company operates as a fully integrated real estate investment trust (REIT), specializing in Class A office properties and mixed-use developments. The firm provides bespoke service from top to bottom, and an organic, progressive working structure.

Role And Responsibilities

Support the computing needs of all desktop and laptop users, including installation, upgrades, problem resolution and repair.

End User Support

• Install and support the use of peripherals and desktop software including, but not limited to, Microsoft Office, Adobe, and other applications.
• Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate across the SF, LA, and Seattle regions.
• Respond to requests for assistance in person or via remote support tools and escalate problems and requests as appropriate.
• Diagnose hardware problems. Perform and/or coordinate the repair of hardware.
• Install new laptops, desktops, printers, mobile devices, and other peripherals. Maintain and enforce hardware policies and standards.
• Support the use of operating systems and software applications including, but not limited to, Windows 11, Microsoft 365, Azure Virtual Desktop, and Adobe applications. Maintain and enforce software policies and standards.
• Interact with the Application, Application Development & Data Services, and Infrastructure teams based in the Corporate office to resolve issues as necessary.
• Maintain user accounts in Active Directory both on prem and on Azure. Support the use of Windows Group Policies and Active Directory Organization Units (OUs). Maintain and enforce security policies and directory standards.
• Perform patching and maintenance as needed using SCCM and/or Microsoft Intune to remediate system vulnerabilities, reduce risk, and to ensure standards.
• Maintain the inventory of hardware and software.
• Manage and maintain standard desktop images and installations.
• Support the use of audio-visual equipment in conference rooms.
• Provide “white glove” level of service at all times.
• Provide secondary support to the regional properties, as directed by the Director, Regional IT Services.
  
  
  

Operations Support

• Manage printer maintenance and toner service.
  
  
  

Internal Operations

• Conduct one-on-one instruction.
• Maintain documentation in accordance with policies and control requirements.
• Conduct research on new technologies or products.
• Recommend purchases based on an assessment of user requirements.
  
  
  

Job requirements:

• A high school diploma or equivalent educational certification is required. A BA/BS preferred.
• A minimum of 3 year's service desk support experience in a Microsoft environment.
• Excellent working knowledge Windows 10/11 and the suite of Microsoft Office products.
• Possess working knowledge of remote-control support applications, such as Microsoft Teams and Remote Desktop Protocol (RDP). Understand basic concepts of the operation of switches, routers and firewalls.
• Proven ability to provide messaging-based and in-person support for troubleshooting and resolving technical issues.
• Excellent verbal and written communications skills across all levels of the organization.
• Ability to demonstrate multi-task management skills.
• Exhibits and champions excellence in work habits and a willingness to embrace change.
• Demonstrated ability to work proactively, independently, and as part of a team is essential.
• Be detail-oriented and methodical in solving problems and managing multiple projects.
• Possess an aptitude toward learning technical concepts.
• Be results-oriented and a quick learner in supporting new products and technologies.
• Be able to travel and to work flexible schedules outside normal business hours when required.
  
  
  

Benefits

Competitive salary, comprehensive health benefits including medical, dental, and vision coverage, 401(k) with company match, paid time off and holidays, professional development opportunities, flexible work arrangements, and a supportive company culture focused on work-life balance and employee growth.

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