Desktop Support Analyst II

• Provide advanced technical support for desktops, laptops, mobile devices, and peripherals
• Analyze and resolve complex user incidents and service requests
• Install, deploy, and maintain hardware and software systems
• Troubleshoot issues via in-person, phone, or chat support
• Manage and resolve tickets using internal or client ticketing systems while meeting SLAs
• Perform system updates, including Microsoft security patches, antivirus updates, and application upgrades
• Support networking-related issues and endpoint connectivity
• Order and manage hardware parts for maintenance and repairs
• Create, update, and maintain knowledge base documentation
• Act as a liaison with third-party vendors and technicians
• Conduct root cause analysis (RCA) for recurring issues
• Document processes and develop clear procedures for self-service capabilities
• Mentor and support Level I and Associate Desktop Support Analysts
• Participate in continuous improvement initiatives and operational enhancements

Are you passionate about solving advanced technical issues and delivering exceptional end-user support?, * Bachelor's degree in Computer Science, IT, or related field OR 4+ years of equivalent work experience

• A+ Certification

Preferred:

• Network+ Certification
• Prior experience as a Desktop Support Analyst I, * Strong experience supporting PC hardware and peripheral devices
• Intermediate to advanced troubleshooting skills (hardware & software)
• Experience with Microsoft O365 Suite and SharePoint
• Familiarity with Active Directory and user support
• Knowledge of ITIL or change management practices
• Ability to perform root cause analysis (RCA)
• Experience supporting mobile devices (preferred)
• Proficiency with ticketing systems and incident tracking
• Excellent written and verbal communication skills
• Strong customer service mindset, * Valid driver's license with acceptable driving record
• Ability to pass a background check prior to hire
• Highly detail-oriented with strong organizational skills
• Ability to prioritize tasks and meet deadlines in a fast-paced environment
• Collaborative team player with sound judgment

Why You'll Love Working Here

• Purpose with Passion â?? Be part of a company guided by its L.O.V.E. philosophy (Living Our Values Every Day)
• Growth & Development â?? Opportunities for certifications, skill-building, and career progression
• Team-Oriented Culture â?? Collaborate with supportive colleagues in a high-performing environment
• Recognition & Impact â?? Your expertise directly improves user experience and operational efficiency, * Medical, Dental, and Vision coverage
• Life insurance
• 401(k) with company match
• Paid holidays, including "You Pick a Day"
• FSA and HSA options
• Pet insurance
• Additional benefits available