Desktop Support Engineer

Job Title: Computing Support Analyst
Industry: Higher Education / University IT Services
Location: 450 Jane Stanford Way, Stanford, CA 94305 (Onsite 100%)
Duration: 04-May-2026 to 30-Apr-2027 (12 months) – W2 Contract
Schedule: 9 hours per day, M-F 8-5pm

Position Overview

The Planet Group is seeking a skilled and customer-focused Computing Support Analyst. In this role, you will provide hands-on and remote technical support, troubleshoot hardware, software, and connectivity issues, and ensure a smooth end-user technology experience. Ideal for a proactive problem-solver who thrives in a fast-paced, collaborative environment and is passionate about delivering excellent client support.

Working Conditions:

This is a contract position for 1 year-term with the potential for extension based on departmental needs and performance.
This is an on-site role (5 days/week) for Main Campus & Redwood City Campus.
The typical work schedule is Monday to Friday, 8 AM to 5 PM PT, but may occasionally require extended hours, weekends, and on-call rotation.
Occasionally: lifting, carrying, pushing, or pulling objects weighing 21-40 pounds.

Must have:

Associate''s degree with 2+ years of relevant experience, or a combination of education and relevant experience.
Proficiency in Windows and Mac operating systems, with a strong understanding of network infrastructure and business software applications.
Experience with mobile device operating systems, including iOS and Android.
Experience using ServiceNow (help desk ticketing system) and remote tools such as Bomgar.

Good to have:

Certifications in end-user technology support (e.g., CompTIA A+, Microsoft MCSA, Apple Certified Support Professional, or ITIL Foundations) are a plus and demonstrate a commitment to staying current with industry standards and best practices.

Duties include:

Deliver expert IT support to clients via multiple channels (in-person, phone, email and chats) ensuring prompt resolution and minimal downtime.
Troubleshoot and resolve complex technical problems with Windows, Mac, networks, software, and hardware.
Utilize logs and diagnostic tools to troubleshoot and identify root causes of technical issues, and capture trends to inform proactive support and improvement initiatives.
Coordinate the delivery of peripherals and accessories to clients.
Respond to and manage ticket updates through a service management tool (ServiceNow).
Perform administrative tasks, such as attending meetings and completing specified duties.
Analyze and report on technical issues and trends, providing insights to improve service delivery and client experience.
Proactively identify opportunities to enhance client experience and create proposed solutions/recommendations to leadership.
Collaborate with stakeholders and vendors on projects, testing new technologies and implementing solutions. Projects include, but not limited to:

Network Upgrades: Assist with physical switch installs, cable management, and testing connectivity during infrastructure refreshes.
Desk Moves: Handle the logistics of moving hardware, setting up workstations, and ensuring everything is plugged in and working on day one.
Testing: Help the team test new software or hardware before we roll it out to the whole organization.

Stay up to date with IT standards, applying this knowledge to provide informed support and guidance.
Contribute to the development and maintenance of a knowledge base (internal wikis), including troubleshooting guides and FAQs, so the next person doesn''t have to reinvent the wheel.

Requirements:

Education & Experience: Associate degree with 2+ years of relevant experience, or a combination of education and relevant experience.
Certifications and Licenses: Certifications in end-user technology support (e.g., CompTIA A+, Microsoft MCSA, Apple Certified Support Professional, or ITIL Foundations) are a plus and demonstrate a commitment to staying current with industry standards and best practices.
Proficiency in Windows and Mac operating systems, with a strong understanding of network infrastructure and business software applications.
Experience with mobile device operating systems, including iOS and Android.
Strong research and analytical skills, with experience in troubleshooting and resolving complex technical issues.
Apply a deep understanding of IT architecture and security best practices to provide high-level technical consultation.
Excellent problem-solving, communication, and customer care skills, with the ability to work independently and collaboratively as part of a team.
Ability to work independently and collaboratively as part of a team
Experience using ServiceNow (help desk ticketing system) and remote tools such as Bomgar.
Administer and troubleshoot Mobile Device Management (MDM) solutions (Jamf, Intune) to ensure device compliance and automated software delivery.
Support and maintain enterprise security tools, including EDR agents (CrowdStrike) and disk encryption health.
Manage user lifecycle and access within Active Directory and identity providers, ensuring secure login via SSO and MFA/Duo.
Interpersonal Skills: Collaborate effectively with colleagues, clients, and external organizations to achieve common goals.
Culture of Safety: Demonstrate a commitment to personal responsibility and safety, communicate concerns, and promote safe behaviors based on training and lessons learned.