Senior Desktop Support Analyst
About The Position
Under the supervision of the Network Administrator, this senior-level role serves as a technical escalation point and subject matter expert, providing advanced troubleshooting and support for end-user computing environments. The ideal candidate brings strong networking fundamentals, hands-on experience with Citrix virtual desktop/application delivery, Okta identity & access management, and Mobile Device Management (MDM) platforms (AirWatch/VMware Workspace ONE or equivalent), Microsoft Office 365. You will resolve complex technical issues, mentor junior team members, contribute to endpoint standards, and help ensure a secure, reliable, and productive end-user experience across a diverse, modern workplace. You will act as the backup of the Network Administrator.
Requirements
- 8+ years of progressive experience in desktop support, endpoint engineering, or IT service desk roles (at least 3–4 years at senior/advanced level).
- Strong understanding of enterprise networking concepts (TCP/IP, VLANs, switching, wireless, VPN, basic firewall rules, troubleshooting packet flow).
- Hands-on experience supporting Citrix Virtual Apps/Desktops environments (installation, configuration, user troubleshooting, performance tuning).
- Proven experience administering Okta (SSO federation, MFA, lifecycle management, troubleshooting authentication issues).
- Solid experience with MDM/EMM platforms — VMware Workspace ONE (AirWatch) strongly preferred; Intune, Jamf, or MobileIron acceptable.
- Deep knowledge of Windows 10/11 desktop administration, including Intune/Autopilot, SCCM/MECM, Group Policy, and PowerShell scripting.
- Experience with Microsoft 365 ecosystem (Teams, OneDrive, SharePoint, Exchange Online).
- Familiarity with remote support tools (TeamViewer, BeyondTrust, Citrix HDX, RDP).
- Minimum 8+ years Customer Service or Technical Support experience required.
- Excellent analytical and problem-solving abilities with a methodical approach to troubleshooting.
- Strong customer service orientation with the ability to communicate technical concepts to non-technical users.
- Ability to work independently without direct supervision and collaboratively in a fast-paced environment.
- High attention to detail with strong documentation skills.
- Ability to work under pressure in a timely fashion.
- Excellent interpersonal skills and ability to work effectively with all levels of computer users.
- Valid driver’s license required.
Nice To Haves
- Bachelor’s degree preferred.
Responsibilities
- Serve as a technical escalation point and subject matter expert for end-user computing environments.
- Provide advanced troubleshooting and support for end-user computing environments.
- Resolve complex technical issues.
- Mentor junior team members.
- Contribute to endpoint standards.
- Help ensure a secure, reliable, and productive end-user experience.
- Act as the backup of the Network Administrator.
- Build, repair, and configure PCs.
- Install and troubleshoot operating systems and applications, including Windows and Mac IOS.
- Access and use vendor knowledge base resources.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
