Job Description
We are looking for an experienced Senior Desktop Support Analyst to provide high-touch technical support in Worcester, Massachusetts. This role focuses on delivering dependable assistance to senior leaders across macOS, Windows, mobile platforms, and productivity tools while ensuring a seamless end-user experience. The ideal candidate brings strong technical judgment, effective communication skills, and the ability to navigate urgent issues in a fast-paced university environment.
Responsibilities:
• Provide white-glove technical assistance to executive users, with primary support for macOS devices as well as Windows systems, mobile technology, and collaboration platforms.
• Take full ownership of support requests, guiding each issue from initial assessment through troubleshooting, follow-up, and final resolution.
• Partner with internal technology teams and external service providers to address escalated or complex technical problems efficiently.
• Prepare and support executive meetings, presentations, and other high-visibility events to help ensure technology operates without disruption.
• Translate technical concepts into clear, practical guidance for users who may not have a technical background.
• Build strong working relationships with senior leadership by handling sensitive matters with professionalism and discretion.
• Monitor patterns in support activity, identify recurring problems, and propose improvements to enhance service quality and operational efficiency.• At least 5 years of desktop support experience, including direct support for executives or senior stakeholders.
• Advanced knowledge of macOS support in a detail-oriented environment; experience with Jamf Pro is strongly preferred.
• Proven ability to support both Mac and Windows devices within enterprise-scale organizations.
• Hands-on experience assisting users with Microsoft 365, Office 365, and related workplace technologies.
• Strong customer service, communication, and analytical troubleshooting skills.
• Ability to remain composed and effective when working in time-sensitive, high-visibility situations.
• Experience working within large, complex institutions is preferred.
