Desktop Support Analyst

Auxis•Sunrise, FL

20h•Hybrid

About The Position

The Desktop Support Analyst provides advanced, hands-on, on-site, technical support to Auxis’ and Auxis’ clients' end users and serves as an escalation point for incidents and service requests initially handled by the Service Desk. This role focuses on resolving more complex desktop, user connectivity, endpoint software and hardware, and Microsoft 365–related issues, ensuring a high-quality end-user experience while complying with established IT service management processes, security standards, and SLAs.

Requirements

Strong experience supporting Windows 10/11 and some macOS in an enterprise environment
Advanced hands-on experience with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Solid understanding of Active Directory and Azure AD
Experience with endpoint management tools (Intune, JAMF)
Working knowledge of networking fundamentals (LAN/WAN, Wi-Fi, VPN)
Experience with ITSM tools (ServiceNow, Jira Service Management, etc.)
Strong analytical and troubleshooting skills
Excellent communication skills with both technical and non-technical users
Ability to work independently and manage escalations end-to-end
Customer-service mindset with attention to detail and accountability
Associate or bachelor’s degree in information technology or related field, or equivalent experience
3–5 years of enterprise desktop support experience

Nice To Haves

Relevant certifications preferred (Microsoft, CompTIA, ITIL)

Responsibilities

Serve as the escalation point for desktop and endpoint-related issues from the Service Desk
Troubleshoot and resolve complex hardware, software, and peripheral issues not resolved at first contact
Provide on-site and remote support for desktops, laptops, mobile devices, printers, and conferencing equipment
Perform advanced break/fix activities, device replacements, and workstation moves
Provide advanced support for Microsoft 365 application,s including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint
Troubleshoot complex email, calendaring, and Teams collaboration issues
Resolve OneDrive synchronization problems, SharePoint access/permissions issues, and file recovery requests
Support Microsoft Teams meetings, audio/video, conferencing rooms, and collaboration devices
Assist with Microsoft 365 licensing validation, MFA issues, and account access problems
Perform advanced troubleshooting related to Active Directory and Azure AD user accounts
Support identity, authentication, and MFA-related issues
Assist with device enrollment, configuration, and policy enforcement using endpoint management tools such as Microsoft Intune, JAMF, or SCCM
Troubleshoot VPN, remote access, and endpoint security issues
Own escalated incidents through resolution, ensuring timely communication and user updates
Collaborate with Infrastructure, Network, Security, and Application teams on cross-functional issues
Identify recurring issues and contribute to root cause analysis and problem management efforts
Ensure proper documentation and ticket updates in the ITSM platform
Image, configure, deploy, and refresh end-user devices
Support onboarding and offboarding activities, including device setup, access validation, and equipment recovery
Maintain accurate asset records and support hardware lifecycle management
Create and maintain knowledge articles, SOPs, and escalation runbooks
Provide feedback to the Service Desk to improve first-contact resolution
Identify opportunities for automation and process improvement within end-user support
Deliver a high-touch, customer-focused support experience, including executive and VIP users as needed
Ensure compliance with corporate security, data protection, and IT policies
Support continuous improvement of CSAT, SLA performance, and operational maturity