Desktop Support Analyst II

Overview

We are seeking a Desktop Support Specialist II to provide advanced technical support for end-user computing environments. This role supports desktops, laptops, printers, collaboration technologies, software applications, and network connectivity. The ideal candidate will have strong troubleshooting skills, experience with endpoint management tools, and a customer-focused approach to IT support.

Key Responsibilities

Technical Support

• Troubleshoot and resolve hardware, software, operating system, printer, and network connectivity issues.
• Provide onsite and remote support for end users and business operations.
• Deploy, configure, maintain, and replace desktops, laptops, peripherals, and software applications.
• Manage endpoint devices using enterprise endpoint management tools.
• Perform patching, security updates, vulnerability remediation, and system maintenance.
• Support meeting room, audiovisual, and collaboration technologies.
• Assist with technology rollouts, upgrades, migrations, and deployments.
• Document incidents, service requests, troubleshooting steps, and technical solutions.
• Collaborate with infrastructure, security, and engineering teams to resolve complex issues.
• Analyze recurring issues and recommend long-term solutions and process improvements.

Operations & Service Delivery

• Manage and prioritize incidents and service requests to meet service level expectations.
• Maintain hardware and software inventories and assist with asset lifecycle management.
• Support enterprise technology projects and operational initiatives.
• Contribute to knowledge sharing, team training, and documentation efforts.
• Participate in on-call and after-hours support as needed.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology or related field, or equivalent experience.
• 5+ years of experience supporting Windows-based desktop environments.
• Strong knowledge of:
• Microsoft Windows
• Microsoft 365
• Active Directory and Entra ID
• TCP/IP, DNS, DHCP, and VPN technologies
• Endpoint management and device deployment tools
• Hardware and software troubleshooting
• Experience supporting printers, peripherals, and collaboration tools.
• Excellent problem-solving, communication, and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• CompTIA A+ or similar industry certifications.
• Microsoft desktop, endpoint management, or cloud certifications.
• Experience with PowerShell scripting and automation.
• Exposure to ITSM platforms, endpoint security tools, and asset management systems.