About This Role
Providing hands-on support to employees in a fast-paced, professional environment is the core of this Desktop Support Analyst position. This role suits a candidate comfortable taking ownership of common Windows, Microsoft 365, hardware, and connectivity issues, resolving them with minimal guidance, and delivering reliable, responsive desktop support.
Responsibilities
- Provide desk-side and remote technical support to employees
- Diagnose and resolve Windows 10 and Windows 11 issues, including login, application, performance, and device problems
- Troubleshoot Microsoft 365 applications, particularly Outlook, Teams, OneDrive, Word, Excel, and PowerPoint
- Install, configure, deploy, and support desktops, laptops, printers, docking stations, and other peripherals
- Resolve account lockouts, password resets, access issues, and basic permissions requests using Active Directory or Microsoft Entra ID
- Assist with endpoint setup and management using Microsoft Intune or a similar platform
- Manage incidents and service requests in ServiceNow or a comparable ticketing system
- Troubleshoot basic VPN, Wi-Fi, and network connectivity issues, escalating more complex problems when appropriate
- Support new-hire setups, equipment replacements, system upgrades, and technology rollouts
- Document troubleshooting steps and resolutions in the ticketing system
- Provide patient, professional support to employees with varying levels of technical knowledge
Requirements
- 2 to 5 years of hands-on desktop support or end-user IT support experience
- Strong practical experience troubleshooting Windows 10 and Windows 11 in a business environment
- Hands-on experience resolving Microsoft 365 issues, especially Outlook and other commonly used Office applications
- Ability to independently diagnose and resolve common hardware, software, account, and connectivity issues
- Working knowledge of Active Directory or Microsoft Entra ID
- Familiarity with Microsoft Intune or a comparable endpoint management platform
- Experience using ServiceNow or a similar ticketing system
- Experience setting up and troubleshooting laptops, desktops, printers, and peripherals
- Strong communication skills and a service-oriented approach
- Ability to work onsite Monday through Friday
Nice to have:
- Experience supporting Teams, OneDrive, and SharePoint Online
- Experience providing executive or VIP support
- Experience in a corporate or enterprise environment
- Exposure to mobile device management
- Familiarity with ITIL-based support processes
