Walk-Up Desktop Support Analyst; Level 2

JOB SUMMARY
We are seeking an experienced and customer-focused Level 2 Desktop Support Analyst to serve as the primary face of our IT team at our R&I Campus IT Kiosk. In this highly visible role, you will provide exceptional walk-up support to campus employees, resolving a wide range of hardware, software, and connectivity issues. You will also act as an escalation point for Level 1 support and ensure all incidents are handled efficiently through our Service Now ticketing system.

Key Responsibilities

• Provide immediate, face-to-face technical assistance to employees visiting the IT Kiosk, ensuring a welcoming and service-oriented experience.

• Configure, image, deploy, and troubleshoot laptops, desktops, mobile devices (iOS/Android), Cisco IP phone handsets, and MS Teams Room Equipment.

• Install and troubleshoot standard software, including Windows 11, Mac OS, Microsoft Office 365, Microsoft Teams, and Adobe Creative Cloud.

• Manage and maintain user accounts via AAD and O365.

• Support conference room AV equipment (including Microsoft Teams Rooms), network printers, and other PC peripherals.

• Take ownership of issues from end-to-end using Service Now. Document resolutions, contribute to Knowledge Base articles, and update hardware/software asset inventory data.

• Ensure all endpoints comply with corporate security/antivirus policies.

• Perform basic troubleshooting for LAN, Wi-Fi, and TCP/IP connectivity issues.

• Act as an escalation point and mentor for Level 1 team members.

• Follow standard operating processes (SOPs) and SLA guidelines.

Required Qualifications

• Bachelor’s degree in a related field OR 3–5 years of proven experience as a Desktop Support Analyst.

• Strong proficiency in Windows 11 and Mac OS environments.

• Expert knowledge of Microsoft Office 365 and Active Directory administration.

• Experience with Service Now (or similar ITSM ticketing systems) and remote support tools (e.g., Bomgar).

• Solid understanding of basic networking (TCP/IP, Wi-Fi) and endpoint security protocols.

• Clear and effective written and verbal communication skills, with the ability to easily explain technical concepts to non-technical users.

• Fluent in English; multilingual abilities are a strong plus.

• Highly customer-focused with a strong service orientation, patience, and welcoming demeanor.

• Organized, detail-oriented, and capable of prioritizing tasks in a fast-paced, walk-up environment.

• Strong critical thinking and strategic problem-solving abilities.

Certifications

• CompTIA A+ certification or equivalent knowledge is highly preferred.