Job Title: Senior Help Desk Analyst

Work Location: Middlesex County, Massachusetts

Summary:

The Senior Help Desk Analyst is a key technical support professional responsible for managing IT incidents and service requests, ensuring prompt and high-quality assistance for users. This hands-on role requires strong technical expertise, disciplined ticket management, and a commitment to delivering an excellent user experience in every interaction.

Responsibilities:

• Serve as the primary contact for IT support, managing and resolving incidents and service requests through ticketing systems and email.
• Diagnose and resolve hardware, software, application, and network connectivity issues for both Windows and Mac environments.
• Maintain clear documentation and consistent communication with users throughout the ticket lifecycle, ensuring verified resolution before closure.
• Triage and escalate complex issues to specialized teams or third-party vendors, providing complete context and follow-through.
• Contribute to and maintain knowledge base articles, runbooks, and resolution guides to enhance team and user self-sufficiency.
• Identify recurring technical issues, analyze ticket data, and recommend process improvements to IT leadership.
• Support IT projects and initiatives by providing subject matter expertise, participating in testing, and offering end-user impact insights.
• Apply IT service management principles to incident and request workflows, ensuring queue hygiene and continuous service improvement.

Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field, or equivalent practical experience.
• 5+ years of IT help desk or service desk experience in a comparable environment.
• Proficiency supporting Mac (macOS) and Windows users across hardware, software, and application issues.
• Experience with ITSM ticketing platforms; Jira Service Management experience strongly preferred.
• Strong knowledge of Microsoft 365 and other common enterprise SaaS tools.
• Experience in life sciences, biopharma, or compliance-sensitive settings preferred.
• Certifications such as CompTIA A+, Network+, ITIL v4, or Apple Certified Support Professional (ACSP) preferred.
• Excellent written communication skills, with a focus on thorough documentation.
• Demonstrated ability to independently manage a high-volume ticket queue with consistent quality and follow-through.

Published Category: Technology & Data & AI Solutions