MAC (Move/Add/Change) Service Request / Desktop Support Analyst

Job Title: MAC (Move/Add/Change) Service Request / Desktop Support Analyst

Location: Newark, DE

Duration: Contract - 12 months

Pay Range: $38.07/hr (W2)

Job ID: 409340

About BCforward

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a MAC (Move/Add/Change) Service Request / Desktop Support Analyst to join our dynamic team. The ideal candidate will have strong experience in end-user support, request and change management, and enterprise break-fix across Windows and Microsoft Office and a proven ability to coordinate complex fulfillment requests, communicate with customers and vendors, and resolve incidents within tight timelines.

Responsibilities:

• Provide on-site technical support, including break-fix for Windows OS, Microsoft Office Suite, Internet, GPO, printers, and core applications.


• Manage and respond to customer inquiries via email and phone with strong follow-up and ownership of risk during all activities.


• Consult on complex MAC (Move/Add/Change) fulfillment requests and submit change management requests as required.


• Use Remedy or similar request management tools to engage support teams and vendors and trigger corrective actions.


• Coordinate vendor engagement and ensure timely resolution to meet performance targets and service-level goals.


• Perform physical tasks including install/deinstall of large monitors, lifting desktops, and under-desk cable management.


• Operate effectively in a fast-paced, high-volume environment while managing multiple issues simultaneously.

Required Skills & Qualifications:

• Proficiency with Windows 10/11, Microsoft Office Suite, and enterprise hardware/software troubleshooting.


• Experience with Remedy or comparable ticketing systems and prior exposure to request management workflows.


• Command line and/or PowerShell knowledge for diagnostics and remediation.


• Strong analytical and troubleshooting skills for OS, Office applications, Internet connectivity, GPO, and printing.


• Excellent written and verbal communication with the ability to explain technical issues to non-technical audiences.


• Ability to work independently and collaboratively, handle multiple priorities, and meet deadlines in a demanding environment.


• Large-scale enterprise support experience for 500+ users.

Preferred Skills:

• Experience in MAC request management and formal change management processes.


• Familiarity with mobility platforms such as iOS and Android.


• Exposure to telecommunications environments.

Schedule & Work Environment:

• Full on-site, 5 days per week.


• Daily schedule: 7:00 a.m.-3:30 p.m. or 7:30 a.m.-4:00 p.m. Flexibility required between 7:00 a.m. and 6:00 p.m. local time.


• In-house training will be provided as needed.

Why BCforward?

At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:

• Competitive compensation and benefits


• Opportunities for growth with global clients


• A supportive, inclusive culture that values innovation and people


• Exposure to cutting-edge technologies and projects

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Interested? Apply Now!

If this sounds like the right opportunity for you, please apply with your most recent resume.