Senior IT Customer Support Analyst, Desktop Support

K  is hiring a Senior IT Customer Support Technician to provide Tier 2 desktop and deskside support for end-user computing hardware, software, and peripherals in a Microsoft Windows 11 environment. This role serves as the on-site technical point of contact for device deployments, incident resolution, hardware lifecycle activities, and day-to-day technical support. The ideal candidate will troubleshoot and resolve a wide range of hardware, software, and connectivity issues while delivering excellent customer service and partnering with specialized IT teams to support business operations.

* Trinzic is being established as an independent public company through the planned separation of K 's Mission Technology Solutions business, which is expected to be completed on January 4, 2027.

This role offers a rare opportunity to join the organization during a pivotal period of growth and transformation, helping build and support technology services and end-user computing capabilities that will position the company for long-term success while serving critical government and commercial missions around the world.
* ** Key Responsibilities
*** Provide Tier 2 desktop and deskside support for laptops, desktops, printers, mobile devices, and related peripherals.
* Troubleshoot and resolve issues involving Windows 11, Microsoft 365, Teams, authentication services, and end-user applications.
* Stage, image, configure, deploy, and replace end-user computing equipment.
* Maintain accurate asset inventory records and support equipment tracking using Service Now or similar ITSM platforms.
* Perform hardware diagnostics, repairs, and warranty support coordination with vendors and manufacturers.
* Support user onboarding, device refresh programs, data migrations, and equipment recovery activities.
* Assist with conference room technology, audiovisual equipment, and collaboration tools.
* Perform basic network and connectivity troubleshooting and escalate issues to appropriate technical teams when required.
* Document incidents, service requests, troubleshooting activities, and knowledge base content.
* Participate in on-call, after-hours, and local site support activities as needed.  
** Basic Qualifications
**** Education & Experience
*** Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field, or an equivalent combination of education and experience.
* 2+ years of desktop support, deskside support, or IT customer support experience in a corporate environment.
* Experience supporting Microsoft Windows environments, endpoint hardware, and common enterprise applications.
* Experience using Service Now or a comparable ticketing/IT service management platform.
* Ability to lift and move IT equipment as required and travel locally to support business needs.
** Technical Expertise
*** Working knowledge of Windows 11, Microsoft 365, Teams, and common enterprise desktop technologies.
* Experience troubleshooting hardware, peripherals, printers, and mobile devices.
* Familiarity with device imaging, deployment, asset management, and endpoint support processes.
* Understanding of networking fundamentals, including Wi-Fi, TCP/IP, and basic connectivity troubleshooting.
* Strong customer service, communication, and problem-solving skills.
* Ability to work independently while collaborating effectively with a distributed IT team.  
** Preferred Qualifications
*** Experience supporting virtual desktop infrastructure (VDI) environments.
* Familiarity with Microsoft Endpoint Manager, Intune, or similar endpoint management tools.
* Exposure to Cisco networking technologies and enterprise server environments.
* Experience with SAP or other asset management systems.
* CompTIA A+, Network+, ITIL Foundation, or Microsoft endpoint administration certifications.