Service Desk Analyst

Our client is seeking a Service Desk Analyst to join the team and ensure IT support for the organization. This is a fully on-site position in Boston 5 days a week. The work schedule for this position is Monday – Friday 8:00 AM – 4:00 PM. This position will be the first point of contact for technical issues, manage hardware and software troubleshooting, and support user onboarding and offboarding processes. The Service Desk Analyst’s work directly contributes to the overall productivity and success of their team.

Required Experience & Responsibilities 

• Serve as the first line of contact for technical support inquiries, ensuring timely resolution or escalation of reported issues.
• Diagnose and troubleshoot Tier 1 hardware, software, and network issues, providing guidance to end-users.
• Manage and maintain accurate incident records in the ticketing system, documenting solutions and escalating unresolved issues to Tier 2/3 support teams.
• Perform IT-related tasks for onboarding and offboarding employees, including assistance with account provisioning and hardware setup or recovery processes.
• Collaborate with internal teams and external vendors to ensure seamless operations and minimal downtime.
• Monitor infrastructure performance and identify areas for improvement.
• Contribute to team documentation, including knowledge base articles and IT procedural guides.
• Proficiency with Windows operating systems, Microsoft Office Suite, and common business applications.
• Strong analytical and problem-solving skills. • Exceptional customer service and communication skills.
•  At least an Associate’s degree in IT, Computer Science, or a related field OR two (2) years of experience in an IT support or service desk role.

Desired Skills & Experience

• Familiarity with IT service management frameworks like ITIL.
• Experience with Active Directory, user account management, and basic network troubleshooting

The Offer
You will receive the following benefits:

• Medical/Dental/Vision Insurance
• Paid Time Off (PTO)
• Bonuses

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer, including Veterans/Disability/Women. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.