Desktop Support Analyst

About the role

We are seeking a skilled Tier 2 Desktop Support Technician to provide advanced technical support in a Microsoft Windows enterprise environment. This individual will serve as an escalation point for Tier 1 support, resolving complex hardware, software, O365, and endpoint management issues while delivering exceptional customer service to end users. The ideal candidate will have strong troubleshooting abilities, experience supporting enterprise technologies, and a customer-first mindset.

Responsibilities

• Provide Level 2 support for desktops, laptops, mobile devices, peripherals, and enterprise applications.
• Troubleshoot and resolve Windows 10/11 operating system issues, software installations, and user profile problems.
• Support and administer Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Manage Active Directory tasks including account creation, password resets, group memberships, and permissions.
• Support Azure AD/Entra ID authentication, MFA, and account access requests.
• Diagnose and resolve hardware issues on Dell, Lenovo, and HP devices, coordinating warranty repairs as needed.
• Install, configure, and maintain printers, scanners, docks, monitors, and other peripherals.
• Support conference room technology and assist with meeting-related AV issues.
• Utilize ServiceNow or similar ticketing systems to document incidents, requests, and resolutions.
• Perform workstation deployments, refreshes, upgrades, and imaging activities.
• Support endpoint management solutions such as Microsoft Intune, SCCM/MECM, or similar tools.
• Troubleshoot networking issues including VPN connectivity, Wi-Fi, DNS, DHCP, and TCP/IP-related problems.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Collaborate with infrastructure, security, networking, and application teams to resolve escalated issues.
• Participate in on-call support and after-hours maintenance when required.

Required Qualifications

• 3+ years of desktop support, service desk, or end-user support experience in a Windows enterprise environment.
• Strong knowledge of Windows 10 and Windows 11 administration and troubleshooting.
• Experience supporting Microsoft 365 applications and services.
• Working knowledge of Active Directory, Group Policy, and Azure AD/Entra ID.
• Experience with endpoint management tools such as Intune, SCCM/MECM, or equivalent.
• Familiarity with ServiceNow or other ITSM/ticketing platforms.
• Understanding of TCP/IP networking fundamentals, VPNs, and wireless connectivity.
• Experience supporting desktop and laptop hardware from major manufacturers.
• Excellent customer service, communication, and documentation skills.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.

Preferred Qualifications

• Experience supporting executive or white-glove users.
• Exposure to PowerShell scripting and automation.
• Experience with mobile device support (iOS and Android).
• Knowledge of Microsoft Defender, endpoint security, and patch management processes.
• Associate's or Bachelor's degree in Information Technology or related field.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or ITIL.

Technical Environment

• Windows 10/11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory & Azure AD (Entra ID)
• Microsoft Intune
• SCCM / MECM
• ServiceNow
• VPN Technologies
• Dell, Lenovo, and HP Hardware
• PowerShell
• TCP/IP, DNS, DHCP, Wi-Fi

Keys to Success

• Strong troubleshooting and root-cause analysis skills.
• Customer-focused approach with excellent interpersonal abilities.
• Ability to work independently and collaboratively within an IT support team.
• Strong attention to detail and commitment to service excellence.

Job Type & Location

This is a Contract to Hire position based out of Neenah, WI. The role is fully onsite.

Pay and Benefits

The pay range for this position is $25.00 - $30.00/hr. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application deadline: Oct 31, 2026.