Desktop Support Analyst

We are seeking a skilled Desktop Support Analyst to serve within a Tier 2/3 Desktop Support organization supporting enterprise end-user computing operations. This contractor role is responsible for delivering advanced desktop, hardware, software, and mobility support while ensuring exceptional customer service for internal clients, including executive-level users. The ideal candidate will possess strong technical troubleshooting expertise, experience with asset and inventory management, and the ability to operate effectively in a fast-paced enterprise environment.

Position Responsibilities

· Provide Tier 2/3 desktop support for laptops, desktops, printers, mobile devices, and related hardware/software issues in an enterprise environment.

· Troubleshoot, diagnose, and resolve hardware failures involving components such as motherboards, hard drives, memory (RAM), printers, and peripheral devices.

· Install, configure, maintain, and support Microsoft Windows 10/11 operating systems and Microsoft 365 applications within a client/server environment.

· Support hardware deployment activities, including imaging, configuration, software installation, and device lifecycle management.

· Manage and maintain support tickets, incidents, requests, and asset records using enterprise IT Service Management (ITSM) platforms such as ServiceNow.

· Coordinate with OEM vendors and technical support providers to initiate warranty claims, repair requests, hardware replacements, and return merchandise authorizations (RMAs).

· Maintain accurate inventory records and assist with hardware asset management, logistics coordination, and equipment tracking processes.

· Deliver high-quality customer service and executive-level support through phone, Microsoft Teams, email, and in-person interactions.

· Provide troubleshooting and support for smartphones and mobile devices, including iPhones and iPads, with experience in Microsoft Intune administration preferred.

· Perform Level 1 network and VPN troubleshooting to support remote connectivity and end-user access issues.

· Minimum of five (5) years of overall IT experience, including at least five (5) years providing desktop support in an enterprise environment.

· Minimum of five (5) years of experience utilizing enterprise IT Service Management platforms, such as ServiceNow, for incident, request, and asset management.

· Minimum of five (5) years of hands-on experience troubleshooting and supporting desktop, laptop, and printer hardware.

· Strong knowledge of hardware component troubleshooting, including motherboards, hard drives, memory (RAM), and peripheral devices.

· Experience coordinating with OEM technical support vendors for hardware repair, warranty claims, replacements, and returns; experience with the HP Warranty Portal preferred.

· Experience supporting inventory management, asset tracking, and hardware lifecycle management processes; familiarity with ServiceNow Hardware Asset Management preferred.

· Minimum of five (5) years of experience installing, configuring, and supporting Microsoft Windows 10/11 operating systems in a client/server environment.

· Minimum of five (5) years of experience supporting Microsoft 365 applications and utilizing imaging solutions for enterprise hardware deployment.

· Proficiency with Microsoft Excel and SharePoint for planning, reporting, and operational tracking activities.

· Experience supporting Apple mobile devices, including iPhones and iPads; Microsoft Intune experience preferred.

· Strong experience using ServiceNow to create dashboards, manage support queues, and generate operational queries and reports.

· Working knowledge of Level 1 network connectivity and VPN troubleshooting.