Desktop Support Analyst

TEKsystems•Baltimore, MD

14h•$28 - $35•Onsite

About The Position

We’re seeking a Tier 2 Desktop Support Specialist to own escalations from the service desk, resolve complex endpoint issues, and keep our Microsoft environment running smoothly. You’ll support Windows devices, administer Microsoft 365 (with a focus on SharePoint and Teams), and partner closely with Tier 1, infrastructure, and security teams to deliver a great end‑user experience.

Requirements

5+ years of IT support experience, including hands-on support in a Microsoft Windows environment (Windows 10/11, common enterprise apps).
CompTIA A+ or Network+ certification (active or recently held).
Experience maintaining and improving Microsoft 365 environments—especially SharePoint Online and Microsoft Teams administration and end‑user support.
Strong troubleshooting skills, clear written/verbal communication, and a customer‑first mindset.

Nice To Haves

Experience with Intune (or similar) for endpoint management, application deployment, and compliance.
Familiarity with identity and security in Microsoft 365/Entra ID (Azure AD), MFA, and conditional access basics.
Working knowledge of networking fundamentals (DNS/DHCP/TCP‑IP/VPN/Wi‑Fi).
Experience with ITSM platforms (e.g., ServiceNow, Jira) and knowledge management.
Scripting familiarity (PowerShell) for user/device administration is a plus.

Responsibilities

Serve as the escalation point for Tier 1 incidents and requests; diagnose and resolve hardware, OS, and application issues on Windows 10/11 laptops and desktops.
Administer Microsoft 365 services with emphasis on SharePoint Online and Microsoft Teams (sites/permissions, policies, team lifecycle, guest access, OneDrive sharing, basic governance).
Perform endpoint builds and upgrades (imaging/provisioning), driver and firmware updates, and software deployments using standard enterprise tools.
Troubleshoot identity and access issues (password resets, MFA, conditional access prompts, profile corruption), and resolve Outlook/Exchange, printing, and VPN connectivity problems.
Maintain accurate ticket documentation, knowledge base articles, and user guides; meet or exceed SLAs for response and resolution.
Partner with network, security, and messaging teams on problem management, root‑cause analysis, and recurring issue reduction.
Support collaboration/meeting tech (Teams/Zoom clients, peripherals, room systems) and deliver “VIP” quality service during critical incidents.
Contribute to continuous improvement—identify patterns, recommend process/tooling enhancements, and help standardize support procedures.