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# IT Desktop Support / Service Desk Analyst

- **Company:** Garrison Associates, LLC
- **Location:** New York, NY, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, Bomgar, Desktop Computing, Issue Tracking Systems, System Center Configuration Manager, Networking Basics, Azure Active Directory, Remote Service Software, Software Deployment, Enterprise Software Applications, Microsoft InTune, Patch Management, Laptops, Altiris, User Administration, Servicenow, Windows Client
- **Published:** October 6, 2026
- **Apply:** https://www.thejobnetwork.com/job/e8b5231c-39f3-45c7-9cb4-e3d9b1bbb696/desktop-support-service-desk-analyst

## About the Role

* 3+ years of experience in a technical support or helpdesk environment.
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 * Degree in IT, an IT apprenticeship, or relevant work experience
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 * Proficiency in supporting Windows and Mac OS X operating systems.
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 * Experience with Mac device deployment, management, and security compliance.
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 * Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
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 * Experience using inTune, Patch My PC, or Altiris SMA for software deployment and patch management.
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 * Strong communication and customer service skills.
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 * Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
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 * A relevant IT certification (e.g., CompTIA A+, ITIL Foundation) is a plus.
\n, * Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).

## Description

This individual will provide front-line Tier 1/2 technical support (either by phone or in person) to local and global users, and report to the IT Lead - Services & Ops Manager. This position will require the individual to interface with the various local and global IT members. This individual will need to efficiently and effectively manage problems reported to or logged within out trouble tracking system by business members and manage them in accordance to established SLA's. Core responsibilities of this position are listed below, which include but not limited to troubleshooting user endpoint problems, drive/own/action IT tasks, execute on project deliverables and work within established IT processes/procedures., * Serve as the first point of contact for end-user IT support requests via phone, email, and ticketing systems.
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 * Troubleshoot and resolve issues related to Windows 10/11, Mac OS X, Microsoft 365, and common enterprise applications.
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 * Provide support for OS, enterprise applications, utilities, and basic server OS troubleshooting.
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 * Support desktops, laptops, mobile devices, PCs, printers, and peripherals.
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 * Perform user account management tasks (e.g., Active Directory, Exchange, Azure AD), including provisioning and group management.
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 * Utilize remote support tools (e.g., SCCM, Patch My PC, Altiris SMA, Intune, Beyond Trust (Bomgar)) to resolve issues efficiently.
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 * Escalate complex or unresolved issues to Level 3 support teams.
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 * Troubleshoot system alerts and escalate when required.