The Desktop Support Analyst provides advanced technical support for end-user computing environments, resolving incidents and service requests that cannot be addressed at Level 1. This role focuses on desktop, laptop, mobile, peripheral, and collaboration technologies, with an emphasis on timely resolution, root cause analysis, and continuous service improvement. The analyst acts as an escalation point and works closely with infrastructure, security, and application teams.
Key Responsibilities
Technical Support & Incident Resolution
- Provide Level 2 support for Windows and macOS desktops and laptops, including hardware, OS, and standard enterprise applications
- Troubleshoot complex issues related to operating systems, Office 365/Microsoft 365, Outlook, Teams, VPN, printers, and peripherals
- Resolve issues escalated from Level 1, ensuring adherence to SLAs and prioritization guidelines
- Perform root cause analysis and document permanent fixes to reduce recurring incidents
Device & Endpoint Management
- Support endpoint management tools such as Microsoft Intune, SCCM/MECM, Jamf, or equivalent
- Build, image, configure, deploy, and decommission end-user devices
- Apply OS patches, software updates, and security configurations in accordance with IT policies
Identity, Access & Security Support
- Support Active Directory and Azure AD user account administration (password resets, group membership, access provisioning)
- Assist with MFA, conditional access, and endpoint security issues
- Ensure compliance with security, data protection, and asset management standards
Service Management & Documentation
- Accurately log, track, and update incidents and requests in the ITSM tool (e.g., ServiceNow)
- Create and maintain technical documentation, KB articles, and standard operating procedures
- Identify opportunities for automation and service improvement
Collaboration & Customer Engagement
- Provide professional, customer-focused support to end users both onsite and remotely
- Coordinate with Level 3 teams, vendors, and other IT functions for issue resolution
- Support onboarding and offboarding activities, including device setup and access provisioning
Required Skills & Qualifications
Technical Skills
- Strong experience supporting Windows 10/11 and macOS
- Solid knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Experience with Active Directory, Azure AD, and endpoint management platforms
- Understanding of networking fundamentals (DNS, DHCP, VPN, TCP/IP)
- Hands-on troubleshooting of desktop hardware, laptops, printers, and peripherals
Professional Skills
- Strong analytical and problem-solving abilities
- Excellent written and verbal communication skills
- Ability to manage multiple tasks and prioritize effectively
- Customer-service mindset with attention to detail
Experience & Education
- 2–5 years of experience in an IT Desktop Support or End User Support role
- Associate or Bachelor’s degree in IT, Computer Science, or equivalent experience preferred
Certifications (Preferred)
- CompTIA A+, Network+, or Security+
- Microsoft certifications (e.g., Modern Desktop Administrator Associate)
- ITIL Foundation
Work Environment
- May require on-site and remote support
- Occasional after-hours or on-call support as needed
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to
Never miss an opportunity! Create an alert based on the job you applied for.