Desktop Support Analyst

Fairway Independent Mortgage Corporation • Madison, WI

1d • Onsite

About The Position

We are seeking a proactive Desktop Support Analyst to provide high-touch technical support for our Windows and macOS environments. This is a critical role responsible for ensuring our team stays productive, secure, and connected. From managing high-end conference-room tech to mastering device provisioning with Autopilot, you will be the "go-to" expert for both in-person and remote technical challenges. Fairway Home Mortgage, founded in 1996, is a nationwide leader in the mortgage industry. Customer service is at the heart of everything we do. We deliver personalized loan solutions with some of the fastest turn times in the industry. Our mission is to act as trusted advisors, guiding clients through every step of the mortgage process to exceed expectations and ensure satisfaction. Our culture promotes innovation, growth, and collaboration, offering exciting career paths and professional development. Whether you're starting out or advancing your career, Fairway is a place where your skills and ambitions can thrive. Current Employees: Head to the Fairway Careers Hub in Workday for internal job openings. We post some job openings internally for our employees and others externally for the general public. If you cannot find the perfect role right now, do not hesitate to contact the Careers Team at [email protected]. We can answer any questions and keep you updated on future opportunities. View our E-Verify and Right to Work notices HERE. Important Notice to Job Seekers! We’ve been made aware of fraudulent messages falsely claiming to be from Fairway recruiters, including links to assessments. These are not legitimate and are not affiliated with Fairway Independent Mortgage Corporation. We’re working with our Information Security team to address this issue. Thank you for your vigilance and continued interest in joining Fairway! All official communication will come from verified Fairway email addresses or our official LinkedIn page. If you receive a suspicious message, please do not click any links and notify us. At Fairway Independent Mortgage Corporation, we’ve been committed to delivering exceptional service and fostering a culture of growth and collaboration since our founding in April 1996. We strive to make a meaningful impact in the communities we serve by living out our core values daily. Explore rewarding career opportunities at Fairway, from branch-based roles to corporate support positions. Join a team dedicated to helping others and achieving success together.

Requirements

• Experience: 5+ years in professional desktop support, with at least 2 years focused on Microsoft Intune and remote/in-person troubleshooting.
• OS Mastery: Expert-level knowledge of Windows 11 (Azure environment) and macOS.
• Deployment: Advanced proficiency in PC imaging and modern provisioning (Autopilot).
• Connectivity: Solid understanding of VPNs, networking protocols, and PC repair.
• Software: Deep familiarity with Microsoft 365, particularly OneDrive (syncing, sharing, and data recovery).
• Hardware: Experience managing network printers and AV equipment (Logitech/Teams/Zoom rooms).
• Bachelor’s degree in CS, IT, or equivalent hands-on experience.
• Must be able to lift and move equipment up to 75 lbs.

Nice To Haves

• Preferred Certifications: CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST).
• Frameworks: A foundational understanding of ITIL best practices.

Responsibilities

• End-User Support: Deliver professional Tier 2 technical support (deskside and remote), resolving escalated issues from the Service Desk with speed and precision.
• Device Lifecycle Management: Oversee the configuration, imaging, and provisioning of hardware using Windows Autopilot and Microsoft Intune.
• Infrastructure & MDM: Administer Mobile Device Management (MDM) platforms and maintain mobile infrastructure for smartphones and tablets.
• Collaboration Tech: Configure and maintain Logitech conference solutions, including Microsoft Teams Rooms and Zoom Room environments.
• Documentation & Process: Build and maintain a robust IT Knowledge Base; contribute to continuous process improvements to streamline IT operations.
• Asset Management: Track hardware/software inventory and manage the fleet of network printers and peripheral devices.
• Project Support: Assist in the planning and execution of enterprise-wide IT initiatives and hardware refresh cycles.

What This Job Offers

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