Desktop Analyst

About The Role

As a Desktop Analyst, you will make an impact by providing direct technical assistance to end users, ensuring the smooth operation of hardware, software, and IT systems across the organization. You will assess faults, conduct repairs, streamline processes, and deliver exceptional customer service that contributes to efficient IT operations. This is a hands-on technical role for someone who thrives in a fast-paced environment and takes pride in resolving complex issues quickly and professionally. You will be a valued member of the Cloud Infrastructure and Security team, working closely with end users, IT professionals, and service management teams.

Responsibilities

• Provide Level 2 onsite support for complex customer issues, troubleshooting and resolving hardware and software problems on desktops, laptops, tablets, and mobile devices
• Analyze symptoms to properly identify the root cause of issues and determine appropriate solutions, including triage of physical layer problems, user authentication, application installs/uninstalls, and peripheral support
• Perform onsite installations, replacements, and repairs of hardware components, and manage software setup, configuration, and navigation support for end users
• Perform diagnostic testing and utilize remote control tools (Screen-meet, BeyondTrust, LogMeIn) to assist users in troubleshooting and resolution
• Lead deployment of software releases, system upgrades, and patches on end user devices using SCCM, MDT, Autopilot, and related tools
• Administer Windows environments including Active Directory, Group Policy, Terminal Services, and DFS across Windows 7 through Windows 11
• Manage procurement and asset management of end user devices, maintaining accurate records and lifecycle tracking
• Support customer relocations and departmental infrastructure buildouts, coordinating logistics and technical setup
• Provide Hands and Feet support for Server, Storage, Backup, and Network equipment, including IPT endpoints and Virtual Endpoint Support (Citrix/Azure Virtual Desktop)
• Support Tier 1 VIP users, ensuring timely and professional resolution of issues
• Support deployment of software releases, system upgrades, and patches on end user devices using SCCM, MDT, Autopilot, and related tools
• Maintain up-to-date knowledge of current technologies related to network operations, desktop administration, and ITIL best practices
• Maintain a professional appearance and business professional dress code, as this role involves direct client interaction
• Document processes, resolutions, and workflows for knowledge sharing and future reference

Requirements

• 3-5 years of experience with Active Directory, Windows 10, and Windows 11 administration in a corporate environment
• Hands-on experience with Intune and/or SCCM for device management and software deployment
• Experience with remote support tools such as Screen-meet, BeyondTrust, or LogMeIn
• Experience providing Hands and Feet support for Server, Storage, Backup, and Network equipment
• Experience supporting printers, peripherals, and virtual machines including Citrix and Azure Virtual Desktop
• Proficiency with ticketing tools such as Remedy or ServiceNow
• A good understanding of ITIL processes and service delivery best practices
• Strong communication skills with the ability to interact professionally with end users, including VIPs
• A willingness to work flexible hours, including evenings and weekends, as required