Kforce has a client in need of a Service Desk Analyst in Boston, MA. 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 guide