Technical Analyst - Desktop Support Technician

About the role

Our digital solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners and deliver reliable, customer-centric technology services. The Technical Analyst II provides efficient, timely, and responsive technical support to corporate associates, ensuring reliable operation of end-user systems, devices, and enterprise applications. This role primarily supports associates in a corporate office environment (Framingham, MA) and remote users, delivering high-quality deskside and remote support services. Operating within defined procedures and under general supervision, the Technical Analyst II independently resolves a wide range of routine and moderately complex technical issues, while escalating more complex problems as appropriate. The role plays a key part in maintaining system performance, supporting hardware and software deployments, and ensuring a seamless end-user experience. This position contributes to day-to-day operational success by coordinating service delivery activities, supporting technical initiatives such as PC refresh cycles, and proactively identifying opportunities for process improvement within the support function.

Responsibilities

• Provide daily technical support to corporate and remote associates, including troubleshooting hardware, software, and mobile device issues
• Respond to and resolve incidents and service requests in accordance with established service levels
• Image and deploy desktops and laptops using enterprise tools (e.g., SCCM, Intune), including installation of approved software
• Perform PC refresh activities, including device setup, data migration, and post-deployment support
• Configure and support peripherals and network-connected devices, including printers and mobile devices
• Provide remote troubleshooting and resolution where applicable to minimize downtime
• Assist users with data and settings identification and restoration during device transitions
• Decommission and securely remove assets, ensuring proper data handling and compliance with company standards
• Maintain accurate documentation of incidents, service activities, and technical procedures
• Collaborate with internal teams, vendors, and stakeholders to ensure effective issue resolution and customer satisfaction
• Participate in on-call support rotation for a limited group of priority users, as required
• Identify opportunities to improve service delivery processes and recommend practical enhancements

Requirements

Basic Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or an equivalent combination of technical training, certifications, and relevant work experience.
• 2+ years of progressively responsible, hands-on experience in IT support, technical support, or a related field, including support of Windows personal computing environments.
• Demonstrated experience with PC imaging and software deployment tools such as SCCM or an equivalent platform.
• Experience providing mobile device support in an enterprise environment.
• Working knowledge of Microsoft 365 applications and services.
• Foundational understanding of network concepts, including TCP/IP and LAN connectivity.
• Proven ability to diagnose and resolve hardware, software, and device-related technical issues.
• Ability to lift and move IT equipment, including desktops, laptops, and printers, as required.
• Reliable transportation to support on-site responsibilities.

Qualifications

Preferred Qualifications:

• Industry-recognized certifications, such as CompTIA A+, Network+, or Microsoft certifications.
• Experience supporting Windows environments and Microsoft Intune device management.
• Experience supporting device lifecycle management or large-scale PC refresh initiatives.
• Familiarity with IT service