Senior Desktop Analyst

About the role

Our client is seeking a Senior Desktop Support Technician to join a collaborative IT Operations team supporting enterprise users in a fast-paced environment.

Key Responsibilities

• Provide advanced desktop support for Windows and macOS environments
• Troubleshoot hardware, software, operating system, and application issues
• Support laptops, desktops, monitors, docking stations, mobile devices, printers, and other peripherals
• Perform endpoint imaging, deployment, hardware refreshes, equipment replacements, and device lifecycle management
• Aid with onboarding and offboarding activities, including equipment provisioning and account setup
• Manage and resolve support requests through an IT service management platform while meeting service level expectations
• Support conference room technology and audiovisual equipment as needed
• Collaborate with infrastructure and application teams to resolve escalated technical issues
• Document technical procedures and contribute to process improvements
• Provide exceptional in-person and remote customer support while maintaining a high level of professionalism

Preferred Experience

• 3+ years of Desktop Support, IT Support, or End User Support experience
• Strong troubleshooting experience in Windows and macOS environments
• Experience with Microsoft 365 and Active Directory administration
• Familiarity with IT service management platforms such as ServiceNow or similar tools
• Familiarity with endpoint management solutions such as Intune, Jamf, or equivalent platforms
• Knowledge of hardware deployment, imaging, software installation, and device lifecycle management
• Understanding of ITIL principles and service desk best practices
• Strong troubleshooting, communication, and customer service skills

Benefits

• You are eligible for medical, dental, vision insurance benefits, 401K