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# Pivot Point Solutions

- **Company:** PIVOT POINT SOLUTIONS
- **Location:** San Ramon, CA, United States
- **Experience:** Experienced
- **Salary:** $63,551.0 - $80,260.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Access Network, Active Directory, Desktop Computing, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Software, Azure Active Directory, Software Deployment, Wi-Fi Technology, Enterprise Software Applications, Office365, Tablet Computers, Guidewire PolicyCenter, Information Technology, Laptops, Mobile Computing
- **Published:** August 10, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1bc685a174acedcc

## About the Role

* 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

## Description

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


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