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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Analyst - **Company:** Advance Digital Systems - **Location:** Washington, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Client Server Models, System Configuration, Desktop Computing, Hard Disk Drives, Virtual Private Networks (VPN), Network Connections, Microsoft SharePoint, Software Engineering, Office365, Microsoft InTune, Information Technology, Laptops, Hardware Asset Management, Hardware Debugging, Servicenow - **Published:** September 4, 2026 - **Apply:** https://www.dice.com/job-detail/5b856a31-69ab-4277-970e-c921ac679699 ## About the Role · 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Robots are coming into the wild! 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