Desktop Support Analyst 2

IT Support Services

Mountain View, CA - Fully On-Site This role requires the employee to be fully on-site, 5 days per week.

Full-Time Contract Position

About Our Client

Our client is a leading financial technology company that has been empowering individuals and small businesses for decades through innovative software solutions. They specialize in tax preparation, accounting, and financial management products that serve millions of customers across North America. With a strong presence in Mountain View, California, and offices nationwide, they operate in the fintech industry serving consumers and small business owners. The company is committed to powering prosperity around the world and fostering a culture of innovation, collaboration, and customer-centricity.

Job Description

As a Desktop Support Analyst 2, you'll be at the heart of our client's corporate computing environment, providing high-touch technical support to employees across the organization. Your day-to-day will involve troubleshooting complex software, hardware, and connectivity issues both remotely and in-person at the Walk Up Bar, ensuring employees can work efficiently and effectively. This role exists to maintain seamless technology operations that directly impact the company's ability to serve millions of customers who depend on their financial software solutions.

You'll collaborate closely with Tier 3 engineering teams on projects while managing your ticket queue and serving as a Knowledge Domain Expert in a specific technical area. Reporting to the team leads, you'll combine your technical expertise in both Mac and Windows environments with exceptional communication skills to deliver outstanding customer service. The ideal candidate is passionate about solving technical challenges, thrives in fast-paced environments, and is genuinely excited about enabling employees through technology.

Duties and Responsibilities

• Troubleshoot software, hardware, and connectivity issues for employees both remotely and in-person
• Install, upgrade, and maintain software, hardware, and peripherals across Mac and Windows systems
• Provide technical support for remote employees using Citrix environments, VDI machines, and Avaya/Cisco/Polycom telephony systems
• Set up and maintain shared mailboxes and distribution lists in Microsoft Exchange
• Distribute and patch software using UEM and HUB technologies across the enterprise
• Manage encryption and security tools while triaging security-related issues
• Serve as a Knowledge Domain Expert maintaining process ownership and expertise for a specific technical area
• Keep Knowledge Base articles and process documentation current and accessible
• Communicate call trends, challenges, and insights during daily team meetings
• Take ownership of small projects from inception through completion
• Manage individual and team ticket queues to ensure timely resolution and proper closure of aging tickets
• Partner extensively with Tier 3 engineering teams on complex projects requiring deeper systems knowledge
• Provide support for mobile devices including Android and iOS platforms
• Deliver the highest level of customer satisfaction through excellent follow-through

Required Experience/Skills

• 3-5 years of Service Desk and Desktop Support experience supporting both PC and Mac environments
• Experience working face-to-face with multiple customers in a Walk Up Bar type of corporate setting
• Strong knowledge of Mac OS (Ventura/Sonoma) and Windows 10/11 operating systems
• Proficiency with Microsoft Office and Microsoft Exchange
• Excellent interpersonal and communication skills with ability to communicate effectively with both technical and non-technical users
• Strong problem-solving, diagnosis, and troubleshooting abilities
• Ability to work independently and collaboratively within a team environment
• Ability to perform well under pressure in a fast-paced corporate setting
• Passionate commitment to providing excellent customer service
• Familiarity with wired and Wi-Fi networking and Windows Active Directory
• Experience with Exchange, AD, Software Distribution Systems, and related technologies
• Working knowledge of collaboration tools such as Slack and Google Suite
• Strong mobile device support experience (Android, iOS)

Nice-to-Haves

• Certifications obtained or actively pursuing: ACMT, CCT, ITILv4, CompTIA A+
• Experience with ticketing systems such as ServiceNow
• Familiarity with video conferencing support and communication technologies such as Zoom
• Previous experience working in a tech company or fast-paced corporate environment
• Personal interest in financial technology or the fintech industry

Education

• Minimum of an Associate's Degree in computer technology or equivalent from a two-year college or technical school

Pay & Benefits Summary

• Pay Rate: $49.40 per hour
• Contract position through a staffing agency

Additional benefits information will be provided during the interview process.

Call-to-Action

Ready to make an impact? Join a dynamic team supporting cutting-edge technology at one of the world's leading fintech companies. Apply today and bring your technical expertise to an environment where you'll grow, learn, and make a difference every day!

Keywords: Desktop Support | IT Support | Mac Support | Windows Support | Help Desk | Technical Support | Mountain View | On-Site | ServiceNow | Exchange | Active Directory | Mobile Support