Desktop Support Systems Analyst
About the role
We are seeking a customer-focused Desktop Support Systems Analyst to provide high-touch IT support to employees across our Corporate Headquarters in Northbrook and Downtown Chicago, as well as remote users. In this role, you will deliver white-glove technical support, ensuring a seamless experience for end users—from day-to-day troubleshooting to executive-level assistance and conference room technology support. This is a highly visible position that plays a key role in enabling productivity and delivering exceptional employee experience.
Responsibilities
- Provide Level 2 technical support for hardware, software, and connectivity issues
- Support both onsite employees and remote users
- Manage and resolve incidents using an ITSM system, ensuring timely resolution
- Deliver outstanding customer service aligned with service expectations
- Provide white-glove support to executive leadership and senior stakeholders
- Prepare and support meetings, including live troubleshooting when needed
- Maintain professionalism, discretion, and responsiveness at all times
- Collaboration & AV Technology Support
- Microsoft Teams Rooms and conference room technologies
- Troubleshoot AV systems including displays, video conferencing, and audio
- Ensure meeting rooms are fully functional and ready for use
- Endpoint Management
- Deploy, configure, and maintain laptops, desktops, mobile devices, and peripherals
- Perform system imaging, software installations, and device provisioning
- Support device refresh cycles and lifecycle management
- Asset Management
- Track and maintain accurate inventory of IT equipment
- Manage asset lifecycle from procurement through disposal
- Support audits and ensure data accuracy in asset systems
Requirements
- Minimum 3 years in enterprise desktop support
- Strong knowledge of Microsoft 365 (Outlook, Teams, OneDrive, etc.)
- Experience with Active Directory / Entra ID
- Hands-on experience supporting AV and conferencing tools (e.g., Teams Rooms)
- Strong troubleshooting and problem-solving skills
- Excellent communication skills with a strong customer-first mindset
- Ability to support executive stakeholders with professionalism and urgency
Qualifications
- Nice to Have: Experience supporting a corporate headquarters or executive environment
- ITIL Foundation certification
- Microsoft certifications (Endpoint, M365)
- CompTIA A+ or equivalent
Skills
- Customer service
- Problem-solving
- Technical support
- Collaboration
- AV technology support
Benefits
The starting compensation for this position is $36.00 per hour. This position may be eligible for performance based bonus plan. Benefits Package includes: Health benefits, 401(k) retirement savings program with company match, PTO, and more. For more information on our benefits and rewards, visit: here. IDEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.