Field Services - Desktop Support Analyst

Field Services – Desktop Support Analyst

Location:

Onsite at Joplin, MO;
Downey, CA;
Riverton, KS;
Londonderry, NH;
Tahoe Vista, CA

• Deliver advanced desktop support for onsite colleagues by diagnosing and resolving complex hardware and operating system incidents to maintain high endpoint availability and user satisfaction.
• Coordinate remote troubleshooting sessions using secure enterprise tools to address software issues and configuration conflicts and to restore workstation functionality in a timely manner.
• Implement standardized desktop images and configuration baselines to ensure consistent performance, security hardening, and compliance with organizational technology policies.
• Administer endpoint management platforms to deploy software packages, patches, and configuration updates with minimal disruption to business operations.
• Monitor desktop environment health through centralized dashboards and logs to identify incident trends and propose preventive improvements for long-term stability.
• Collaborate with service desk teams to handle ticket escalations and provide detailed technical guidance that accelerates resolution times and improves first-contact effectiveness.
• Document desktop procedures, knowledge articles, and resolution steps in a clear and reusable format to support continuous improvement and reduce repeated incidents.
• Perform root cause analysis for recurring desktop issues and recommend sustainable remediation actions that enhance reliability and reduce support workload.
• Coordinate with network and application teams to validate that endpoint configurations support connectivity, security, and application performance requirements.
• Execute asset management tasks such as workstation lifecycle tracking, hardware validation, and software license verification to maintain accurate inventory records.
• Support security initiatives by applying endpoint security controls, running compliance checks, and assisting in remediation of vulnerabilities identified through internal assessments.
• Engage with business users to understand their desktop usage patterns and recommend configuration optimizations that positively influence productivity and digital experience.
• Participate in continuous improvement activities by evaluating new desktop tools, frameworks, and automation opportunities that can streamline support processes and reduce manual effort.

• Possess a bachelor's degree or equivalent experience in information technology, computer science, or a related discipline with a strong focus on infrastructure and systems support.
• Demonstrate eight to ten years of hands-on experience in desktop support or systems engineering within enterprise environments, including exposure to complex incident handling and escalation processes.
• Exhibit advanced proficiency in workstation operating systems, endpoint configuration, user profile management, and desktop application support with emphasis on reliability and usability.
• Show applied experience with enterprise endpoint management platforms for software distribution, patch management, inventory, and policy enforcement across large user bases.
• Display practical knowledge of security fundamentals including endpoint protection tools, encryption policies, and compliance practices related to workstation environments.
• Bring familiarity with scripting or automation approaches for desktop tasks such as log collection, configuration changes, or basic remediation workflows to enhance operational efficiency.
• Communicate clearly with technical and non-technical stakeholders by explaining incident status, remediation steps, and preventive recommendations in an accessible and respectful manner.
• Adapt effectively to a work-from-office environment by providing in-person support, managing walk-up requests, and coordinating closely with onsite teams for timely issue resolution.