Sr Desktop Support, Boston

Sr Desktop Support

Boston, MA - 2-3 days per week onsite

6 months contract to hire

We are seeking a seasoned Senior Deskside Support Specialist to provide first and second-level technical support for a mid-sized, regulated organization's end-user computing environment. This individual will serve as a key escalation point for junior support staff and collaborate with infrastructure teams to ensure consistent and high-quality IT service delivery. Support will be delivered via phone, in person, email, or system management tools in a timely and professional manner.

Key Responsibilities:

Install, maintain, repair, and upgrade PC hardware and peripherals to ensure optimal performance across the organization

Manage user and email accounts within Microsoft Active Directory and Exchange, including onboarding, offboarding, and permission updates

Administer various IT systems such as secure file transfer platforms, web gateways, and disk encryption solutions

Provide support for the organization's core business applications, including environment updates, user assistance, and vendor coordination

Maintain remote access solutions and assist end-users with connectivity support

Handle deployment, configuration, relocation, and troubleshooting of desktop equipment and peripherals

Diagnose and resolve complex end-user issues onsite, suggesting and implementing both immediate and long-term solutions

Provide support for mobile devices and associated systems (iOS/Android, MDM, etc.)

Deliver remote support to external business users as needed, ensuring a consistent and professional customer experience

Coordinate with third-party vendors for service requests on PCs, printers, and peripherals

Support ATM hardware (or similar customer-facing tech) by addressing minor faults and coordinating vendor escalations as necessary

Participate in hardware procurement processes and maintain up-to-date inventory tracking

Participate in rotating after-hours on-call schedule for user support

Contribute to the enforcement and implementation of IT policies, security protocols, and support procedures

Foster collaborative relationships with both internal teams and end users

Perform other duties aligned with the overall mission of the IT department

Qualifications:

Bachelor's degree in Information Technology or equivalent hands-on experience

5 10 years of experience in end-user support within a Microsoft Windows / Active Directory environment

Strong knowledge of Microsoft technologies including Teams, SharePoint, and OneDrive

Professional certifications (Microsoft, CompTIA, etc.) strongly preferred

Solid understanding of PC hardware, operating systems, and MS Office application support

Foundational knowledge of networking (OSI Layers 1 3) from a support standpoint

Excellent troubleshooting, interpersonal, and documentation skills

Ability to coach and mentor junior staff in technical and diagnostic best practices

Capable of lifting and handling equipment up to 40 lbs

Willingness to work flexible hours, including occasional evenings or weekends

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