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# Desktop Analyst

- **Company:** Agility
- **Location:** San Diego, CA, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Ethernet, Networking Hardware, Virtual Private Networks (VPN), Log Analysis, Networking Basics, Routing, Azure Active Directory, Service Pack, Software Deployment, TCP/IP, Enterprise Software Applications, Computer Network Technologies, Office365, Software Troubleshooting, Information Technology, Multiplatform, User Administration
- **Published:** October 6, 2026
- **Apply:** https://www.thejobnetwork.com/job/90c3a37f-e028-41c0-a421-a66d603d7fe1/desktop-analyst

## About the Role

* Two-year degree in Computer Science, Information Technology, or a related technical field, or equivalent professional experience in IT support
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 * Proven experience providing Level 2 or advanced desktop support in a multi-platform enterprise environment with diverse technical requirements
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 * Strong troubleshooting and problem-solving skills across multiple operating systems (Windows, macOS, mobile), Microsoft 365 suite, hardware platforms, networking technologies, VPN connectivity, and enterprise applications
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 * Hands-on experience with Active Directory and Azure Active Directory, including user account provisioning, group management, permissions, and access control
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 * Solid understanding of networking fundamentals, including Ethernet standards, TCP/IP protocols, wired and wireless connectivity, routing concepts, and common network hardware configuration
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 * Excellent verbal and written communication skills with demonstrated ability to translate technical concepts for both technical teams and non-technical business users
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 * Strong analytical thinking, organizational abilities, and attention to detail with a methodical approach to complex problem resolution
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 * Flexibility to participate in rotating after-hours and weekend support coverage as part of the IT team's on-call rotation
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 * Willingness and ability to travel periodically to support facilities in the San Diego region
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## Description

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 * Serve as the escalation point for Level 1 support, troubleshooting complex technical issues across Windows, macOS, mobile platforms, Microsoft 365, hardware, networking, VPN, and enterprise applications
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 * Perform advanced diagnostics, system health checks, and log analysis to resolve challenging end-user technology problems efficiently and effectively
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 * Manage and prioritize support tickets in accordance with established service level agreements (SLAs), ensuring timely resolution and clear communication
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 * Collaborate with cross-functional IT teams on software deployments, system updates, security patches, hardware rollouts, equipment upgrades, and enterprise application deployments
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 * Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides to support team efficiency and knowledge sharing
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 * Provide mentorship, guidance, and technical coaching to Level 1 support staff to elevate overall team capabilities and service quality
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 * Partner with field engineering teams to deliver on-site technical support at facilities throughout the San Diego area as needed
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