Desktop Support Analyst

Fairway Home Mortgage • Carrollton, TX

4d • Onsite

About The Position

As our Desktop Support Analyst, you will provide high-level, hands-on technical support for Windows and macOS systems to ensure secure and reliable end-user computing. Your responsibilities include managing the full device lifecycle—from imaging and configuration to asset tracking—while troubleshooting enterprise applications and hardware. By maintaining our printer fleet and software ecosystems, you will play a critical role in minimizing downtime and empowering our team’s productivity.

Requirements

• 5+ years of technical support experience in a professional environment, with at least 2 years focused on remote/in-office support and Microsoft Intune.
• Strong expertise in Windows 11 (Azure environment) and macOS.
• Skilled in VPN, networking, and PC repair.
• Solid understanding of ITIL Foundations, customer service best practices, and mobile hardware (smartphones/tablets).
• Bachelor's degree in Computer Science or IT (or equivalent work experience).
• Must be able to lift to 75 lbs while standing and moving in a normal office environment.

Nice To Haves

• A+, Network+, or MCDST certifications are highly preferred.

Responsibilities

• Resolve complex Tier 2 hardware and software escalations with a solution-oriented mindset, ensuring minimal downtime for the organization.
• Administer Mobile Device Management (MDM) platforms—specifically Microsoft Intune—and maintain seamless operations for mobile infrastructure and Microsoft OneDrive.
• Drive the full lifecycle of device provisioning using Windows Autopilot and manage efficient computer replacements and data recovery processes.
• Build and maintain a robust corporate IT knowledge base by developing clear technical documentation for the entire team.
• Contribute to the successful execution of IT projects and identify opportunities to improve internal departmental processes.
• Ensure high-quality collaboration by configuring and maintaining network printers and Logitech conference room solutions (Microsoft Teams & Zoom Rooms).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level