Desktop Support Analyst

Job Type

Full-time

Description

We are seeking a highly motivated and experienced Desktop Support Analyst to provide exceptional technical support to our end-users. This is a 100% onsite position. The ideal candidate will possess a strong understanding of desktop hardware and software, excellent troubleshooting skills, a commitment to providing outstanding customer service, and a proactive approach to problem-solving. We value teamwork, continuous learning, and a positive work environment.

Responsibilities:

• End-User Support: Provide comprehensive technical support to staff for desktops, laptops, mobile devices (iOS and Android), printers, and peripherals. This includes installation, configuration, troubleshooting, and ongoing usability support for Windows 11 and other supported operating systems. Ensure seamless integration with various systems, including file shares, printers, email, remote access solutions (VPN, etc.), cloud-based applications (SaaS), and other organizational productivity tools.
• Microsoft 365, Entra ID (Azure AD), and Intune Management: Administer user accounts, permissions, security policies, and device deployments using Microsoft 365, Entra ID, and Intune. This includes application deployment, mobile device management (MDM), conditional access policies, and troubleshooting related issues.
• Endpoint Security: Implement and maintain endpoint security measures, including patch management, antivirus/antimalware software, and data loss prevention (DLP) tools. Proactively identify and address security vulnerabilities.
• Network Troubleshooting: Troubleshoot network connectivity issues related to endpoints, including wired and wireless connections. Understand basic networking concepts (TCP/IP, DNS, DHCP) and be able to escalate complex network problems to the appropriate team.
• Hardware and Software Management: Install, upgrade, and maintain computer hardware and software. Manage software licenses, patches, and updates. Automate routine tasks where possible using scripting or other tools.
• A/V Support: Set up, operate, and troubleshoot audio/visual equipment for onsite conference rooms and offsite meetings. This may include video conferencing systems (Zoom, Teams, etc.).
• Onboarding/Offboarding: Manage the IT aspects of new employee onboarding, including account creation, device provisioning, and software installation. Efficiently manage employee offboarding, including device retrieval, data wiping, account deactivation, and license reallocation.
• Inventory Management: Proactively monitor and manage hardware and software inventory. Maintain accurate records of assets and initiate replenishment orders as needed.
• Performance Optimization: Analyze and optimize endpoint performance, including application loading times, system responsiveness, and resource utilization.
• Collaboration and Communication: Collaborate effectively with the IT team and other departments. Communicate clearly and professionally with end-users, providing timely updates and explanations.
• Documentation: Create and maintain clear and concise documentation for end-user support procedures, troubleshooting guides, and knowledge base articles.
• Remote Support: Utilize remote support tools (Kaseya) to efficiently diagnose and resolve issues for remote users.
• Printer Management: Troubleshoot printer connectivity, print quality issues, and manage printer queues.
• Continuous Improvement: Stay up to date with the latest technologies and best practices in desktop support. Proactively identify opportunities for process improvement and efficiency gains.
• Project Participation: Participate in IT projects as needed, contributing your expertise and skills.
  
  
  

Requirements

Qualifications:

• Bachelor's degree in information technology, or a related field
• Proven experience (4 years) in a desktop support role.
• Strong experience with Microsoft 365, Entra ID (Azure AD), and Intune.
• Hands-on experience with printer troubleshooting and maintenance.
• Proficiency in troubleshooting Windows operating systems (Windows 11).
• Experience with mobile device management (MDM) solutions.
• Strong understanding of endpoint security best practices.
• Experience with scripting or automation tools (e.g., PowerShell) is a plus.
• Available to work outside regular business hours
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving, analytical skills, and ability to thrive in a fast-paced, dynamic environment.
• A Certification, Microsoft 365 Certified: Modern Desktop Administrator Associate (MDAA) or equivalent certifications preferred.
• Experience with ServiceNow is a plus.
  
  
  

This role requires a deep understanding of the intricacies of a desktop environment, including the ability to diagnose and resolve hardware and software problems, manage user accounts and permissions, and provide remote support. The ideal candidate will have a proven track record of successfully supporting end-users in a fast-paced environment.

Compensation: It is expected that the base salary range for this position will be $75,000-$85,000. Actual salaries may vary based on factors such as skills, experience, and qualifications for the role. The total compensation package for this position may also include other elements and discretionary awards in addition to a full range of medical, financial and / or other benefits (including 401(k) eligibility and various paid time off benefits such as vacation, sick time and parental leave) dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an ‘at-will position’ and the Firm reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time including for reasons related to individual performance, Firm or individual department / team performance and market factors.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.