Desktop Support Analyst

Modis
Medford, MA
10 May 2024

Vacancy expired!

We have a 1 year assignent for a desktop support analyst for a great firm here in Medford Mass. This role will pay between $30 an hour to $38 per hour.

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About the role:
  • Ensure day-to-day operations by monitoring IT Requests from users to address requests and resolve issues. Provide technical support for both local and remote users. Resolve all user issues promptly to ensure availability of technology for TRAC staff to be efficient and productive.
  • Provide users with basic training to better use common technology tools. Includes PC hardware, Win 10, Avaya software & phones, Office365, Outlook, Slack, File Access/Shared documents, Connection issues, Printing, Zendesk, Internet, browsers, Adept, RouteMatch, Transit Miner, Camera Software, radio recording software, MS Teams, USB devices, and more.
  • Create documentation providing user guidance for technology systems. e.g. Routematch login and access, desk Phones usage, Avaya reports and real-time, Slack access/usage, Outlook, VPN usage, DR Laptop usage, Remote Access, FLIR camera system, and Badge system, Adept.
  • Setup new accounts for new hires in Windows AD, Adept, RouteMatch, Transit Miner, Avaya Extension, Avaya Login CCM, Radio ComLog, VPN remote access, Slack, Zendesk KMS, Office365, Outlook email, and other systems.
  • Perform changes to user permissions and access to systems, applications, data, servers, and email for existing users.
  • Perform account maintenance to remove old accounts in Windows AD, Adept, Avaya, ComLog, VPN remote access, and other systems. Disable accounts in all systems for terminated employees.
  • Setup new PCs, laptops, user hardware, and devices for new employees, including connections, software installs, joining to domain, naming, and testing. Install and configure new PC hardware and software on desktops, laptops and peripherals such as phones, printers, external drives and other related hardware.
  • Diagnose and resolve issues with PCs, laptops, user hardware, Printers, copiers, scanners, and devices. Also, repair or recommend repair/replacement.
  • Perform software updates and hardware upgrades to PCs and user devices.
  • Work with vendors to lead timely repairs or upgrades of PCs, user hardware, and devices. Work with vendor support to resolve software application issues.
  • Lead a proactive approach to monitor, identify, and remediate potential weaknesses and inefficiencies in PCs, laptops, user hardware, and devices, including user facing systems and applications.
  • Uphold established security policies and contribute to maintaining existing data integrity and file system security. Maintain proper anti-virus protection on user PCs, laptops, and devices. Properly evaluate and scan portable devices before connecting to company networked hardware.
  • Setup and maintain client VPN software, VPN accounts. Maintain user-based Internet filtering system through firewall to ensure approved and secure website access.
  • Resolve basic connectivity issues for PCs, Laptops, and user devices. Collaborate with IT team members to resolve advanced connectivity issues or goals.
  • Setup and maintain basic network wiring. Resolve basic issues with wiring and wireless networks.
  • Update and maintain master PC image template with software and configuration standards for PCs and devices. Ensure all PCs utilize this template.
  • Monitor resources on PCs and Laptops, including storage and memory. Add or recommend expansion, as appropriate.
  • Maintain and support Disaster Recovery (DR) Laptops locally and through remote connection.
  • Lead projects assigned by IT Manager or IT Team Lead to a timely completion.
  • Act as "backup" to Sr. IT Systems Administrator role for common duties when Sr. IT Systems Administrator is unavailable. Assist Sr. Systems Admin in various projects.
  • Identify potential technology system weaknesses and recommend improvements.
  • Act as advocate for staff needs, while upholding established Standard Operating Procedures (SOPs) for helpdesk requests and issues. This includes encouraging staff/users to follow established procedures for requests, embracing the request process, obtaining approvals, and ensuring timely resolution.
  • Embrace team efforts and communication to share and learn new ideas and technologies, as well as support fellow IT team members to accomplish goals.

    • Require and Desired Skills:
  • 4+ years Hands-on experience implementing, supporting, and maintaining front-end, user software and hardware in enterprise environment with knowledge configuring and troubleshooting issues with PCs, laptops, printers, portable devices, IP networking, security, systems, data storage devices, email accounts, remote access systems, wireless, telephony, Office365 (or MS Office) with Windows AD (Active Directory).
  • Experience with radios or dispatch communications, as well as Transit or Paratransit technology is a plus.
  • 3+ years experience supporting Windows Active Directory, Windows OS (Client XP/7/8/10), DNS, email accounts, and TCP/IP networking in enterprise environment. Experience supporting remote access for users with Remote Desktop Servers (Terminal Servers) or similar remote access for users. Experience with AD user account issues, permissions, and access. General technology experience with security and access issues, as well as permissions and groups.
  • 3+ years deploying, maintaining, and upgrading Windows desktops, Laptops, printers, and mobile devices. Experience supporting remote and local users with hardware and software issues and requests in helpdesk scenario with SLAs.
  • Experience with VoIP based phones, such as Avaya IP Office or similar.
  • Proven ability to set up, deploy, configure, and maintain software, hardware, security/anti-virus, and images for user PCs, laptops, and devices.
  • Ability to develop and maintain user documentation as reference materials for users.
  • 3+ years experience evaluating, diagnosing, and resolving hardware, software, and connectivity issues.
  • 3+ years experience with domains and email protocols, along with email communication issues. Experience with O365/Exchange email, or similar. 2+ years experience with Office 365.
  • Experience using reporting tools and customizing reports as needed for users.
  • Basic experience with switches, firewalls, along with security and network devices. Must be familiar with VLANs, VPNs, wireless, other network concepts. Experience supporting VPN Clients, Remote Access, and Remote Control software.
  • Must be able to support and resolve basic networking and Wireless issues.
    • Equal Opportunity Employer/Veterans/Disabled

    Benefit offerings include medical, dental, vision, term life insurance, short-term disability insurance, additional voluntary benefits, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State or local law; and Holiday pay upon meeting eligibility criteria. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs which are direct hire to a client

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit

    The Company will consider qualified applicants with arrest and conviction records.

    Equal Opportunity Employer/Veterans/Disabled

    To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to ;br>The Company will consider qualified applicants with arrest and conviction records
    • ID: #49903289
    • State: Massachusetts Medford 02155 Medford USA
    • City: Medford
    • Salary: USD TBD TBD
    • Job type: Permanent
    • Showed: 2023-05-10
    • Deadline: 2023-07-09
    • Category: Et cetera