Desktop Analyst

What you'll do

• Provide Level 2 onsite support for hardware and software issues on desktops, laptops, tablets, and mobile devices.
• Perform onsite installations, replacements, and repairs of hardware components and manage software configurations.
• Lead software releases, system upgrades, and patches using SCCM, MDT, and Autopilot.
• Administer Windows environments including Active Directory, Group Policy, Terminal Services, and DFS.
• Manage procurement and asset management of end-user devices while maintaining accurate lifecycle records.
• Provide hands-on support for server, storage, backup, and network equipment, including Citrix and Azure Virtual Desktop.
• Manage and respond to technical tickets using Remedy and ServiceNow in accordance with ITIL processes.
• Document processes, resolutions, and workflows for internal knowledge sharing.

What we're looking for

• 3-5 years of experience with Active Directory, Windows 10, and Windows 11 administration in a corporate environment.
• Hands-on experience with Intune and/or SCCM for device management and software deployment.
• Experience with remote support tools such as Screen-meet, BeyondTrust, or LogMeIn.
• Experience providing Hands and Feet support for Server, Storage, Backup, and Network equipment.
• Experience supporting printers, peripherals, and virtual machines including Citrix and Azure Virtual Desktop.
• Proficiency with ticketing tools such as Remedy or ServiceNow.
• Good understanding of ITIL processes and service delivery best practices.
• Strong communication skills with the ability to interact professionally with end users, including VIPs.
• Familiarity with macOS administration in a corporate environment (preferred).
• Knowledge of Autopilot, MDT, or WDS for device imaging and deployment (preferred).
• Experience with Audio/Video support (preferred).
• Background in IT operations or managed services environments (preferred).