Desktop Support Analyst
The Judge Group Inc.

Cambridge, Massachusetts

This job has expired.

Location: Cambridge, MA
Desktop Support Analyst

Locations: Cambridge MA, Louisville, KY, and Greenwich RI

Job Description

The Desktop Support Analyst (Technician) will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.

Role Responsibilities

- Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.

- Coordinates with Client End User on expectations and availability to conduct Managed Client Services.

- Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.

- Identifies potential issues that could adversely impact End User experience and follows through on action steps.

- Strives to meet all Client SLAs & Customer Satisfaction Goals.

- Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.

- Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.

- Basic installation and maintenance of technical products.

- Follows predefined procedures and tasks in everyday activities.

- Work is regularly reviewed by a more senior level technical specialist.

- Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.

- Installs, maintains and optimizes desktop /notebook configurations at customer sites.

- Diagnoses and resolves product performance problems.

- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.

- Instructs customers in the operation and maintenance of the system.

Desired Skills

- 5+ years of deskside support experience.

- Ability to develop business relationships and communicate effectively with the user community.

- Strong troubleshooting skills.

- A+ Certification.

- Understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.

- Knowledge of processes and resources required to perform analytical and technical tasks on PC systems.

Basic Qualifications

- 5+ years of deskside support experience


This job and many more are available through The Judge Group. Find us on the web at

This job has expired.
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