Help Desk Analyst Jobs in Massachusetts
Help Desk Analyst jobs in Massachusetts are among the most active in the Northeast, concentrated in the state's dense technology, healthcare, financial services, and higher education sectors across every level from entry-level technician to senior support specialist. Boston, Cambridge, and Worcester anchor the highest volume of openings, with established employers like Massachusetts General Hospital, Liberty Mutual, and Fidelity Investments maintaining steady demand. The most in-demand specializations are Microsoft 365 administration, enterprise ticketing systems, and end-user support for regulated industries. Find a role that fits below and apply directly.
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Description
Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.
Key Responsibilities
- Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%
- Provide first/second level contact and problem resolution for customer issues
- Provide timely communication on issue status and resolution
- Maintain ticket updates for all reported incidents.
- Update and maintain Help Desk Documentation and knowledgebase articles – 20%
- Review and update Help Desk documentation as assigned
- Review and create KB articles
- Other functions as directed by management – 30% or as pre-determined by client’s needs.
- Travel to remote sites with 45 minutes of the home office will be required one day a week.
- Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed
- Acknowledge and work on incoming Help Desk web tickets by the set SLA. Resolve or escalate as needed.
- Work on tickets escalated by the level 1 engineers
- Create ticket and return calls to customer by the set SLA.
- Quickly and effectively communicate with customers within our SLA Work with vendor to resolve issues when required
- Configure/image desktops or laptops
- Continually update and improve our documentation of a customer environment.
- Continuously improve upon technical skills sets within assigned areas of expertise
- Continuously improve upon soft skill sets required to deliver outstanding customer service
- Perform “Walk-In” activities for any employees that need technical assistance while onsite
- Work on client assigned projects related
- Continually maintain and improve customer environment documentation
- Research and contribute technical information to the knowledgebase
Skills, Knowledge and Expertise
- 3-5 years of Help Desk support experience
- 2-5 years of Microsoft Entra ID or Azure AD Experience.
- 1-3 years of prior Customer Service experience
- Experience with providing technical assistance over the phone and customer facing interactions.
- Able to multi-task by working on multiple open tickets simultaneously.
- Experienced in working in a fast-paced environment with multiple priorities and projects.
- Able to investigate, analyze and troubleshoot customer issues.
- Comfortable making decisions on issue resolution without supervision.
- Demonstrates excellent verbal and written skills.
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
- Windows/MacOS imaging and configuration
- Windows Operating system 10/11
- MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
- Email support – Exchange/O365 Administration
- Azure/EntraID Active Directory Administration
- Autopilot/Intune experience is a nice to have, but not a requirement
- Understanding of domain/corporate IT environment PC/Laptop setup
- Basic knowledge of network technologies (LAN, WAN, wireless)
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Troubleshoot issues with laptops, desktops, and thin clients
- USB device support and other peripherals
Printer support
- Setup/install local, wireless, and network printers
- Troubleshoot hardware printer issues
Mobile device support
Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
Blue Mantis does not accept unsolicited agency resumes and ask that you do not forward resumes to Blue Mantis employees, any physical Blue Mantis location, or any Blue Mantis email address. We take no responsibility for any fees related to unsolicited resumes. This also applies for reaching out directly to Blue Mantis Employees & Blue Mantis Managers or Blue Mantis executives.
About Blue Mantis
Description
Onsite Desktop Support Technician provides support to customer’s End Users both in person, over the phone, and through ServiceNow Ticketing system. Technician is responsible for problem determination, problem/incident recording, and problem resolution for clients of Blue Mantis.
Key Responsibilities
- Resolve problems reported to Blue Mantis via phone, web tickets or direct escalations – 50%
- Provide first/second level contact and problem resolution for customer issues
- Provide timely communication on issue status and resolution
- Maintain ticket updates for all reported incidents.
- Update and maintain Help Desk Documentation and knowledgebase articles – 20%
- Review and update Help Desk documentation as assigned
- Review and create KB articles
- Other functions as directed by management – 30% or as pre-determined by client’s needs.
- Travel to remote sites with 45 minutes of the home office will be required one day a week.
- Answer phone calls entered into the call center by the SLA. Resolve or escalated as needed
- Acknowledge and work on incoming Help Desk web tickets by the set SLA. Resolve or escalate as needed.
- Work on tickets escalated by the level 1 engineers
- Create ticket and return calls to customer by the set SLA.
- Quickly and effectively communicate with customers within our SLA Work with vendor to resolve issues when required
- Configure/image desktops or laptops
- Continually update and improve our documentation of a customer environment.
- Continuously improve upon technical skills sets within assigned areas of expertise
- Continuously improve upon soft skill sets required to deliver outstanding customer service
- Perform “Walk-In” activities for any employees that need technical assistance while onsite
- Work on client assigned projects related
- Continually maintain and improve customer environment documentation
- Research and contribute technical information to the knowledgebase
Skills, Knowledge and Expertise
- 3-5 years of Help Desk support experience
- 2-5 years of Microsoft Entra ID or Azure AD Experience.
- 1-3 years of prior Customer Service experience
- Experience with providing technical assistance over the phone and customer facing interactions.
- Able to multi-task by working on multiple open tickets simultaneously.
- Experienced in working in a fast-paced environment with multiple priorities and projects.
- Able to investigate, analyze and troubleshoot customer issues.
- Comfortable making decisions on issue resolution without supervision.
- Demonstrates excellent verbal and written skills.
- Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
- Windows/MacOS imaging and configuration
- Windows Operating system 10/11
- MS Office applications (Outlook, Word, Excel, PowerPoint, Visio, Project)
- Email support – Exchange/O365 Administration
- Azure/EntraID Active Directory Administration
- Autopilot/Intune experience is a nice to have, but not a requirement
- Understanding of domain/corporate IT environment PC/Laptop setup
- Basic knowledge of network technologies (LAN, WAN, wireless)
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Troubleshoot issues with laptops, desktops, and thin clients
- USB device support and other peripherals
Printer support
- Setup/install local, wireless, and network printers
- Troubleshoot hardware printer issues
Mobile device support
Setup and troubleshoot issue with iPhone, Windows Mobile, Android, etc.
Blue Mantis does not accept unsolicited agency resumes and ask that you do not forward resumes to Blue Mantis employees, any physical Blue Mantis location, or any Blue Mantis email address. We take no responsibility for any fees related to unsolicited resumes. This also applies for reaching out directly to Blue Mantis Employees & Blue Mantis Managers or Blue Mantis executives.
About Blue Mantis
See All 7 Help Desk Analyst Jobs in Massachusetts
Find roles in Massachusetts that match your experience and apply in just a few clicks.
Find Help Desk Analyst JobsHelp Desk Analyst Jobs by City in Massachusetts
Where Massachusetts roles are concentrated, by current openings.
Help Desk Analyst Job Market in Massachusetts
A snapshot from current Massachusetts openings, updated as new roles post.
Who's Hiring
What Massachusetts Employers Look For
The qualifications that appear most often in help desk analyst jobs across Massachusetts.
- Associate or bachelor's degree in information technology, computer science, or a related field
- CompTIA A+ or Microsoft certifications recognized by Massachusetts technology and healthcare employers
- Proficiency with helpdesk ticketing platforms such as ServiceNow, Jira, or Zendesk
- Experience troubleshooting Windows and macOS environments in an enterprise setting
- Strong written and verbal communication skills for interacting with end users at all levels
- Familiarity with Active Directory, VPN configuration, and basic networking fundamentals
Help Desk Analyst Jobs in Massachusetts: Frequently Asked Questions
How do you become a help desk analyst in Massachusetts?
Most Massachusetts employers require at least an associate degree in information technology or a closely related field, though some accept equivalent hands-on experience. No state-issued license is required for help desk work in Massachusetts. Earning vendor-neutral credentials like CompTIA A+ or role-specific Microsoft certifications significantly strengthens applications at the state's large healthcare networks, financial institutions, and university IT departments.
Which companies hire help desk analysts in Massachusetts?
Massachusetts help desk analyst roles are posted by Cinch IT, Blue Mantis, and RG Vanderweil and others right now, based on current listings on Migrate Mate as of September 2026. Massachusetts's concentration of major hospital systems, insurance carriers, and technology firms means demand stays consistent throughout the year across both Boston's urban core and suburban office campuses.
Which Massachusetts cities have the most help desk analyst jobs?
Worcester, Boston, and Waltham consistently post the highest volume of help desk analyst openings in Massachusetts. Boston and Cambridge lead because of the dense cluster of hospitals, universities, and financial services headquarters there, while Worcester's growing healthcare and manufacturing base drives steady IT support demand outside the greater Boston metro.
Are there remote help desk analyst jobs in Massachusetts?
Yes, and more than many technical roles, since a meaningful share of help desk work involves software troubleshooting and remote desktop support that translates well to distributed environments. About 20% of help desk analyst openings tied to Massachusetts are remote or hybrid as of September 2026, reflecting broad adoption across the state's technology and financial services employers. Fully on-site roles remain common where hands-on hardware support or regulated data environments require physical presence.
How can I get hired as a help desk analyst in Massachusetts with little or no experience?
The most realistic entry path is applying to IT support associate or desktop technician roles at Massachusetts's large hospital networks and universities, which regularly onboard candidates from their own computer science and IT programs through structured new-hire cohorts. Institutions like UMass, Northeastern, and Mass General Brigham run internship and junior IT pipelines that feed directly into help desk positions. Earning CompTIA A+ before applying gives candidates without prior employer experience a concrete, recognized credential that hiring managers at these organizations expect.
Where can I find and apply to help desk analyst jobs in Massachusetts?
You can find and apply to help desk analyst jobs in Massachusetts on Migrate Mate, which lists current Massachusetts openings from employers across the state. Search the listings to find roles that match your experience level and preferred location, then apply directly to the ones that fit.
See All 7 Help Desk Analyst Jobs in Massachusetts
Find roles in Massachusetts that match your experience and apply in just a few clicks.
Find Help Desk Analyst Jobs