Desktop Support Analyst
About The Position
We are seeking a Desktop Support Technician to join our IT End User Computing team and provide hands-on support for a large enterprise environment supporting more than 18,000 employees across 300+ locations nationwide. This role is responsible for PC deployment, imaging, hardware and software support, troubleshooting, device lifecycle management, and customer support. The ideal candidate will have experience supporting Windows-based environments, strong troubleshooting skills, and a customer-focused mindset. This position offers the opportunity to work with modern endpoint management tools, Windows 11 deployments, and enterprise IT technologies.
Requirements
- Experience providing desktop or PC support in a Windows environment.
- Knowledge of Windows operating systems and desktop hardware troubleshooting.
- Experience imaging, staging, deploying, and supporting desktop and laptop devices.
- Familiarity with Microsoft 365 (O365) and enterprise productivity tools.
- Experience using IT ticketing systems such as ServiceNow.
- Working knowledge of VPN technologies and multi-factor authentication solutions.
- Strong troubleshooting, organizational, and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to support a large, geographically distributed user base.
Nice To Haves
- Experience with PowerShell scripting or other automation tools.
- Familiarity with Clonezilla, IBM BigFix, or similar endpoint management platforms.
- Experience using Bomgar or other remote support tools.
- Knowledge of Active Directory administration.
- Experience supporting Windows 11 deployments.
- Industry certifications such as: CompTIA A+, CompTIA Network+, CompTIA Security+
Responsibilities
- Provide desktop support for a large-scale Windows environment with over 7,000 managed devices.
- Perform installation, configuration, imaging, deployment, and replacement of desktop and laptop systems.
- Stage and configure new PCs and printers for corporate users and remote field locations.
- Support Windows 11 deployment initiatives, including device preparation, migration, and end-user support.
- Troubleshoot hardware, software, operating system, networking, VPN, and peripheral device issues.
- Manage break/fix activities and coordinate hardware replacement efforts as needed.
- Utilize ServiceNow to manage incidents, service requests, and asset tracking.
- Provide remote support using tools such as Bomgar or similar remote management solutions.
- Assist with Microsoft 365 (O365) troubleshooting and user support.
- Support Active Directory account administration, authentication, and access-related issues.
- Troubleshoot VPN connectivity and multi-factor authentication (MFA) issues, including Cisco security solutions.
- Leverage endpoint management and deployment tools such as IBM BigFix, Clonezilla, or similar technologies.
- Create and maintain scripts, particularly PowerShell scripts, to automate administrative and support functions.
- Document technical procedures, troubleshooting steps, and resolutions.
- Deliver exceptional customer service while supporting users across corporate offices and remote field locations.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
