Senior Help Desk Analyst, Robert Half

Robert Half

Location:
United States, Woburn

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are looking for a Senior Help Desk Analyst to join our team in Woburn, Massachusetts, and provide exceptional IT support to our organization. The ideal candidate will possess strong technical skills, leadership capabilities, and experience in managing IT projects. This role requires someone who is proactive, detail-oriented, and capable of working effectively in a dynamic environment.

Job Responsibility:

Provide advanced technical support across various platforms, including technologies from Cisco, Citrix, and Apple
Manage IT projects utilizing Agile methodologies and tools like Azure DevOps
Develop and document use cases, functional specifications, and technical requirements
Collaborate with cross-functional teams to analyze business needs and deliver effective IT solutions
Configure and maintain computer hardware, software, and mobile devices, ensuring optimal functionality
Facilitate system deployments and oversee configuration management processes
Utilize ServiceNow to streamline service requests and improve IT operations
Offer advisory and consultative services to address complex technical issues and improve operational efficiency
Train and mentor entry-level help desk staff, fostering skill development and knowledge sharing
Prepare reports and presentations using Office and Visio tools to support decision-making processes

Requirements:

Minimum of 4-6 years of experience in IT systems and help desk support
Proven expertise in project management, including standards, methods, and techniques
Strong background in business analysis with the ability to create detailed technical documentation
Hands-on experience with Agile methodologies and tools such as Azure DevOps
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Visio
ServiceNow experience is preferred
Certifications such as ITIL Foundation, Microsoft Certified Solutions Expert, or CompTIA A+ are highly desirable
Excellent communication skills, both written and verbal, with a consultative approach to problem-solving

Nice to have:

ServiceNow experience
Certifications such as ITIL Foundation, Microsoft Certified Solutions Expert, or CompTIA A+

What we offer:

medical
vision
dental
life and disability insurance
eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:
May 14, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Senior Help Desk Analyst