> Markdown version of [/jobs/ext/2758223-desktop-support-analyst-ii](https://www.wearedevelopers.com/jobs/ext/2758223-desktop-support-analyst-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Analyst II - **Company:** DYOPATH - **Location:** Twinsburg, OH, United States - **Experience:** Experienced - **Salary:** $65,894.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Antivirus Softwares, Software Documentation, CompTIA Network+, Information Systems, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Microsoft Security Essentials, Microsoft Software, Server Administration, Service Pack, Microsoft SharePoint, Single Sign-On, Software Troubleshooting, Peripherals, Information Technology, Laptops, Hardware Infrastructure, Servicenow - **Published:** September 6, 2026 - **Apply:** https://www.careerbuilder.com/job-details/desktop-support-analyst-ii-twinsburg-oh--5bf96847-8dc2-4754-8029-367c219fc0b7 ## About the Role * Bachelor's Degree in Computer Science, Information Technology, or a related field; OR four years of equivalent work experience * CompTIA A+ Certification Preferred: * CompTIA Network+ Certification * Experience as a Desktop Support Analyst I Additional Requirements * Successful completion of a background check * Valid driver's license with an acceptable driving record Experience & Skills * In-depth working knowledge of PCs, laptops, and peripherals * Experience supporting Windows 10/11 environments, Active Directory, Microsoft 365, and endpoint management solutions * Experience with device imaging, asset management, MFA, SSO, DNS/DHCP troubleshooting, and hardware deployment * Familiarity with ITIL and change management processes * Ability to perform root cause analysis (RCA) * Intermediate to advanced proficiency in hardware and software troubleshooting * SharePoint experience (Microsoft 365 preferred) * Working knowledge of Microsoft 365 * Experience with ServiceNow or similar ITSM platforms preferred * Mobile device support experience is a plus * Previous experience as a Desktop Support Analyst II, Desktop Support Technician, Service Desk Analyst, or End User Support Specialist preferred * Strong written and verbal communication skills * Good judgment when providing technical advice and problem resolution * Ability to collaborate effectively within a team environment * Strong prioritization skills with the ability to meet deadlines * High attention to detail * Customer-focused mindset, Analysis Skills, Asset Management, Background Investigation, Change Management, Communication Skills, CompTIA A+, CompTIA Network+, Computer Science, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Detail Oriented, Documentation, Driver's License, Establish Priorities, Flexible Spending Accounts, Hardware Administration, Hardware Components, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Insurance, Knowledge Base, Laptop PC, Life Insurance, Maintenance Services, Mentoring, Microsoft Active Directory, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Operating System, Mobile Devices, Operational Support, Peripheral Hardware, Philosophy, Presentation/Verbal Skills, Printers, Problem Solving Skills, Procedure Development, Process Improvement, Root Cause Analysis, Security Patches, Service Level Agreement (SLA), ServiceNow, Single Sign-On (SSO), Software Administration, Support Documentation, Team Player, Technical Support, Time Management, Trend Analysis, User Documentation, Writing Skills ## Description Are you passionate about solving technical challenges, supporting end users, and keeping systems running smoothly?, As a Desktop Support Analyst II, you will support end users by resolving complex hardware, software, and account-related issues while ensuring all endpoints across the client environment operate effectively. You'll tackle higher-level escalations, mentor junior analysts, and contribute to documentation and process improvements. Key ResponsibilitiesHardware & Software Support * Analyze user requests and incident trends. * Meet with users to discuss issue resolution and recurring problems. * Provide technical support for installation, deployment, and maintenance of: + PCs and laptops + Software + Scanners + Printers + Peripherals * Support internal customers through face-to-face interactions, phone support, or chat. * Track ticket progress using internal or client ticketing systems. * Create, receive, and resolve incidents, tasks, and service requests while meeting SLA targets. * Order and replace hardware components as needed. * Create, edit, and maintain knowledge base articles. * Act as a point of contact for third-party vendors and technicians. * Serve as an escalation point for complex technical issues and assist with mentoring Associate and Level I team members in the resolution of desktop support incidents. * Perform updates, including: + Microsoft security patches + Antivirus signatures + Software/application updates * Troubleshoot incidents, reports, and processes to identify and resolve errors. * Document processes and write clear procedures or user manuals to enhance self-service options. * Assist and mentor Level I and Associate Desktop Support Analysts as needed. 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