Pivot Point Solutions

As an Application Support Analyst, you will provide hands-on and remote technical support to employees within a large enterprise IT environment. This position focuses on resolving desktop, laptop, mobile device, peripheral, software, and connectivity issues while providing a high level of customer service.

You’ll work directly with end users to troubleshoot technical problems, deploy and replace equipment, escalate complex issues, and maintain reliable day-to-day technology operations. The role is well suited for an IT support professional who enjoys face-to-face interaction, technical troubleshooting, and working independently in a fast-paced enterprise environment.

Your Day-to-Day Activities

• Provide Tier 2 desk-side and remote technical support for employees in an enterprise environment
• Diagnose and resolve hardware, software, operating system, connectivity, and peripheral issues
• Support Windows desktops and laptops, ruggedized field devices, printers, mobile devices, and other workplace technology
• Troubleshoot Microsoft Windows and Microsoft 365 applications
• Respond to technical requests received through phone, web, chat, and ticketing systems
• Install, configure, deploy, replace, and troubleshoot end-user computing equipment
• Diagnose more complex technical issues and coordinate with specialized support teams when escalation is required
• Support wireless connectivity, enterprise applications, network access, and mobile technology issues
• Assist with workstation replacements, hardware refreshes, software deployments, and other technology rollouts
• Maintain accurate support records and document troubleshooting steps and resolutions
• Contribute to technical knowledge articles, support procedures, and internal documentation
• Communicate clearly with employees regarding issue status, resolution steps, and service expectations
• Collaborate with infrastructure, network, application, and other IT support teams to resolve escalated issues
• Identify recurring technical problems and recommend improvements to support processes
• Participate in IT infrastructure and technology deployment projects as needed
• Provide occasional after-hours or on-call support for business-critical technology issues

• 1+ years of professional experience providing desktop, field, or desk-side IT support
• Experience providing direct, face-to-face technical support to end users
• Working knowledge of Microsoft Windows and Microsoft 365
• Experience troubleshooting desktops, laptops, printers, mobile devices, and PC peripherals
• Understanding of Tier 2 desktop troubleshooting and escalation procedures
• Ability to diagnose hardware, software, application, and basic network connectivity issues
• Strong customer service and interpersonal communication skills
• Ability to independently prioritize and resolve multiple technical support requests
• Strong documentation, organization, and problem-solving skills, * Associate’s or Bachelor’s degree in Computer Science, Information Technology, Management Information Systems, or a related discipline
• Experience providing Tier 2 support within a large corporate or enterprise environment
• Experience with enterprise IT ticketing or IT service management systems
• Experience supporting Dell desktops and laptops
• Experience supporting iPhones, tablets, ruggedized laptops, or other mobile computing devices
• Familiarity with Active Directory, Microsoft Entra ID, or enterprise identity management
• Understanding of enterprise networking, Wi-Fi, VPN, and connectivity troubleshooting
• Experience with hardware refreshes, device imaging, software deployments, or equipment lifecycle management
• CompTIA A+, Microsoft, ITIL, or similar IT support certifications
• Experience supporting a 24/7 enterprise technology environment

Pivot Point Solutions is a California-based technology consulting firm that specializes in delivering IT solutions and support for the construction and utility industries. We partner with organizations across the state to provide reliable technology services that improve operational efficiency, enhance project delivery, and support critical business systems.