Desktop Support Analyst

The Desktop Support Analyst is a key member of our IT Infrastructure team, responsible for delivering responsive, high-quality end-user support across hardware, software, and technology systems. You'll help ensure a productive, well-supported workforce by resolving issues efficiently, maintaining systems proactively, and building strong relationships with end users. This role calls for technical proficiency, strong communication skills, and a service-first mindset., * Endpoint Deployment & Lifecycle Management: Image, configure, package, and deploy workstations and laptops for new hires and equipment refreshes, both on-site and remotely. Maintain accurate inventory of hardware assets including laptops, workstations, docking stations, headsets, power supplies, and peripherals. Support onboarding, transfers, leaves of absence, and terminations.

• Break/Fix & Remote Support: Diagnose and resolve hardware, software, printer, and conference room technology issues in person and via remote support tools (TeamViewer).
• Patch Management & Application Deployment: Manage and execute endpoint patching and software deployment using WSUS, Intune, and PDQ Deploy. Deploy and maintain applications including Microsoft 365 (including Visio), FACS Workstation, CT Term, Filebound, LiveVox, Outlook/Exchange, and CrowdStrike.
• Identity & Access Management: Administer Active Directory users, security groups, distribution groups, and Group Policy; perform password resets and account management. Manage cloud identity via Microsoft 365 Admin Center, Exchange Online, and Teams Admin.
• Mobile Device Management: Enroll, configure, and support mobile devices through Microsoft Intune MDM/MAM.
• Printer & Peripheral Management: Maintain the printer fleet, including consumables coordination with Loffler and proper handling of spent toner cartridges.
• Ticketing & Queue Management: Monitor, triage, and resolve tickets in the ServiceNow queue with timely updates and follow-up communication.
• Security & Compliance: Conduct regular CrowdStrike Falcon reviews and escalate security findings.
• Documentation & Knowledge Sharing: Create and maintain technical documentation, work instructions, and knowledge base articles.
• Continuous Improvement: Identify opportunities for process improvement, automation, and workflow optimization.

• 2+ years of experience in desktop support, helpdesk, or IT support in a professional environment.
• Hands-on experience with Windows 10/11 endpoint management, configuration, and troubleshooting.
• Working knowledge of Active Directory, Group Policy, Exchange (on-prem and online), and Microsoft 365 administration.
• Experience with MDM platforms such as Microsoft Intune.
• Familiarity with patch management tools (WSUS, PDQ Deploy) and software deployment best practices.
• Experience with remote support tools such as TeamViewer or equivalent.
• Exposure to ITSM/ticketing platforms; ServiceNow experience preferred.
• Familiarity with endpoint security tools; CrowdStrike experience a plus.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with a patient, professional, solution-focused approach.
• Highly organized with strong attention to detail; able to manage multiple priorities in a fast-paced environment.
• Self-motivated, accountable, and a collaborative team player.

Education

• Associate's or technical degree in Information Technology, Computer Science, or a related field - or equivalent hands-on experience.
• Certifications such as CompTIA A+, Network+, Microsoft MD-102/MS-900, or ITIL Foundation are a plus.

Physical & Work Requirements

• Ability to lift and move equipment up to 40 lbs.
• Ability to work effectively both independently and as part of a team, with strong time management and the ability to meet deadlines with minimal supervision.

DCM Services, LLC is a receivables management company that partners with organizations to deliver responsive, relationship-focused support to their customers. As part of our IT Infrastructure team, we're looking for a Desktop Support Analyst who takes pride in keeping people productive and technology running smoothly. We invest in our team members' growth, offer a collaborative, supportive work environment, and are proud to offer performance-based bonus eligibility for this role.