Desktop Support Analyst

The Desktop Support Analyst position provides white-glove onsite and remote support for Windows and macOS users, business applications, and collaboration tools. This role manages tickets, supports onboarding and endpoint management activities, handles hardware logistics, and contributes to IT projects that improve the employee experience and operational efficiency. Key responsibilities include:

-Deliver VIP/white-glove desk-side support for end users.

-Provide onsite, email, and chat support for Windows 11, macOS, applications, and peripherals.

-Troubleshoot Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and other business applications.

-Manage support tickets in Zendesk and/or ServiceNow, ensuring accurate documentation and SLA compliance.

-Support collaboration tools including Slack, Zoom, and Microsoft Teams, as well as basic conference room/AV technology.

-Perform new hire onboarding, workstation setup, and basic access provisioning.

-Execute IMAC (Moves, Adds, Changes) activities and onsite smart-hands support.

-Manage hardware inventory, provisioning, shipping, receiving, and asset tracking.

-Assist with endpoint management and device enrollment using Intune, Kandji, and related tools.

-Support device provisioning processes including Apple Business Manager and Windows Autopilot.

-Create and maintain knowledge base articles, onboarding documentation, and support guides.

-Identify recurring issues and recommend process improvements.

-Participate in IT projects and mentor team members as needed.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global’s Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

3+ years of experience working in an enterprise desktop support or service desk environment

-Strong experience supporting Windows OS & MAC OS administration and applications

-Experience with endpoint management tools such as Intune or SCCM (IRU, Kandji, Jamf)

-Experience with Microsoft 365 and modern collaboration tools (Teams, Zoom, Slack).

• Familiarity with directory systems (Entra ID/Azure AD and/or Active Directory_

-Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).

-Familiarity with ticketing and documentation tooling (Zendesk and/or ServiceNow; Jira/Confluence).

-Familiarity with device provisioning concepts (ABM, Windows Autopilot, SmartDeploy) and VDI/VM concepts

-Bachelor’s degree or equivalent practical experience -LDAP familiarity

-AWS/WDI exposure

-Automox experience