Desktop Support Analyst

We are looking for a Desktop Support Analyst to. In this role, you will support end users in a hybrid work environment and focus on delivering responsive technical assistance with a strong customer service mindset. The role will play a key part in device setup, desktop support, and Windows 11 rollout activities while helping users remain productive during day-to-day operations.

Responsibilities:

• Provide first-line technical support by phone, remote channels, and in person, ensuring issues are assessed, prioritized, resolved, or escalated in a timely manner.

• Support the rollout of Windows 11 on newly issued devices and assist with upgrading existing computers from Windows 10.

• Deliver post-deployment assistance to employees by addressing technical problems, answering usage questions, and minimizing disruption to daily work.

• Investigate desktop, software, and account-related incidents, document findings, and keep ticket records updated with status, root cause, and resolution details.

• Partner with the broader support team to coordinate migration activities and maintain a smooth user experience throughout deployment efforts.

• Prepare and maintain support documentation, including procedures, user guidance, training references, and frequently asked questions.

• Configure and support endpoint devices using enterprise management tools such as Autopilot, Intune, SCCM, or similar platforms.

• Assist with user and device administration tasks involving Active Directory, Microsoft 365 environments, and related admin portals.

Qualifications:

• 2+ years of experience in technical support, desktop support, or help desk environments.

• Hands-on experience with Windows 10 and Windows 11 troubleshooting, deployment, or upgrade support.

• Working knowledge of Active Directory, including user and group administration.

• Familiarity with service desk ticketing processes and maintaining accurate support records.

• Experience with Microsoft 365 tools and administrative platforms such as Exchange, Azure, or related services.

• Exposure to endpoint management solutions such as SCCM, Intune, AirWatch, Autopilot, or comparable tools.

• Strong customer service, communication, and interpersonal skills with the ability to support both technical and non-technical users.

• Ability to learn new technologies quickly, work independently, and handle sensitive information with professionalism.

Compensation

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