Senior Desktop Support Analyst

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. Requirements • 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. Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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