IT Support Analyst II - Desktop Systems

Aptiv•USA Walnut Creek, CA

6d•Hybrid

About The Position

As an Analyst II - Desktop Systems, you will provide comprehensive desktop support to users across the Walnut Creek campus, remote offices, and small office/home office environments throughout North America. You will serve as a key point of contact for end users, partnering with IT support teams to troubleshoot and resolve desktop, server, and network-related issues.

Requirements

3-5 years of hands-on desktop support experience, with a solid understanding of network support and systems administration.
Bachelor's degree or equivalent IT certifications.
Proven ability to support a large user base, including troubleshooting and configuration of workstations and peripheral devices.
Strong expertise in Windows and macOS operating systems.
Working knowledge of Microsoft Office 365 and other enterprise desktop productivity tools.
Experience supporting Microsoft Teams features such as webinars and breakout rooms is desirable.
Familiarity with IT service management platforms such as ServiceNow is preferred.
Knowledge of Linux distributions such as Ubuntu or CentOS is a plus.
Strong technical documentation and communication skills.
Self-motivated and able to work independently with guided supervision while maintaining high-performance standards.

Responsibilities

Deliver end-user support for desktop-related issues, ensuring efficient and timely resolution across multiple locations.
Collaborate with IT personnel to assist in diagnosing and resolving server and network failures impacting user productivity.
Participate in global IT projects, working with colleagues from other Wind River locations to support cross-functional initiatives.
Work closely with the North American Desktop Systems team and Remote Systems Administrators to maintain consistent support standards.
Provide occasional off-hours and evening support as required to ensure continuity of service.
Maintain a strong on-site presence at the Walnut Creek campus to support local users and infrastructure.
Install, configure, and troubleshoot desktop systems and workstations across Windows, Linux, and macOS environments.
Provide responsive help desk support, ensuring timely issue resolution and appropriate escalation.
Provide Microsoft Teams conferencing support.
Collaborate with global IT teams to diagnose and resolve technical problems efficiently.
Support global IT projects and take ownership of Walnut Creek-based initiatives as needed.
Develop and document procedures, guidelines, and best practices for end users.
Communicate complex technical concepts clearly to technical and non-technical audiences.
Evaluate and test new hardware and software solutions for the desktop environment.
Deliver user training on standard and specialized applications.
Maintain accountability for issue resolution, customer service, and follow-through.
Build and sustain strong relationships with internal stakeholders and customers.