Desktop Support Analyst

Desktop Support Analyst

Position Summary

We are seeking an experienced Desktop Support Analyst to provide exceptional onsite end-user support in a fast-paced business environment. This role is responsible for delivering white-glove technical support for executives and employees, maintaining endpoint devices, troubleshooting hardware and software issues, supporting conference room technology, and driving continuous improvement within the IT support organization.

The ideal candidate will have strong experience supporting both macOS and Windows environments
, excellent customer service skills, and the ability to communicate effectively with users at all levels of the organization, including executive leadership.

Key Responsibilities

• Provide onsite desktop and end-user support for hardware, software, and mobile devices.
• Deliver white-glove support to executive stakeholders, ensuring a high level of professionalism and responsiveness.
• Support and troubleshoot:
  • macOS and Apple devices (Mac Book, iMac)
  • Windows 11 devices
  • Microsoft 365 applications
  • Microsoft Teams
  • Mobile devices (iOS and Android)
• Diagnose and resolve hardware, software, networking, and peripheral-related issues.
• Manage support requests, incidents, and service tickets through Service Now or similar ITSM platforms.
• Support conference room technology, including Logitech Microsoft Teams Rooms (MTR) systems and executive meeting setups.
• Perform workstation deployments, upgrades, repairs, and maintenance.
• Identify recurring technical issues and proactively recommend solutions to improve support processes and user experience.
• Collaborate with IT teams and business stakeholders to ensure timely issue resolution.
• Maintain technical documentation, knowledge articles, and support procedures.
• Stay current with emerging technologies and industry best practices.

Required Qualifications

• 3+ years of experience in desktop support, deskside support, help desk, or technical support roles.
• Experience supporting:
  • macOS
  • Mac Book and iMac hardware
  • Windows 11
  • Microsoft 365 / Office 365
  • Microsoft Teams
• Experience providing onsite technical support in a corporate environment.
• Experience supporting executive users and delivering white-glove customer service.
• Experience supporting conference room and collaboration technologies.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and work independently in a fast-paced environment.

Preferred Qualifications

• Experience with:
  • Kandji
  • Service Now
  • Mobile device management solutions
• Knowledge of:
  • iOS and Android device support
  • PC hardware repair and maintenance
  • Endpoint management and deployment processes
• Strong organizational skills and attention to detail.
• Ability to work effectively in a team-oriented environment.
• Demonstrated commitment to customer satisfaction and continuous improvement.

Key Skills

• Desktop Support
• Deskside Support
• macOS Support
• Windows 11 Support
• Apple Hardware Support
• Microsoft 365
• Microsoft Teams
• Service Now
• Kandji
• Executive Support
• White-Glove Support
• IT Service Management (ITSM)
• Conference Room Technology Support
• Troubleshooting & Problem Resolution
• Customer Service

What Success Looks Like

• Delivering outstanding support experiences for end users and executives.
• Maintaining high levels of system uptime and user productivity.
• Proactively identifying trends and implementing solutions that reduce recurring issues.
• Building strong relationships with business stakeholders and IT team members.
• Contributing to a culture of continuous improvement and operational excellence.

Job Title: Desktop Support Analyst

Category: Technical Support Engineer / Analyst

Work Arrangement: Full-Time, Onsite

Experience Level: Mid-Level (3+ Years)

This is a Contract…