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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Desktop Support Analyst - **Company:** Proto Labs - **Location:** Amsterdam, NY, United States (Remote available) - **Experience:** Experienced - **Contract:** Temporary contract - **Skills:** 3D Printing, Microsoft Windows, Antivirus Softwares, Apple IOS, Apple Mac Systems, Systems Engineering, JIRA, Bash Shell, Software as a Service, Configuration Management Databases, Collaborative Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Windows PowerShell, Remote Desktop Services, Azure Active Directory, Remote Service Software, Runbook, Microsoft SharePoint, Software Engineering, TCP/IP, User Provisioning Software, Wi-Fi Technology, Scripting, Okta, Software Troubleshooting, Peripherals, Information Technology, Casper Suite, Zendesk, Servicenow - **Published:** October 16, 2026 - **Apply:** https://www.careerbuilder.com/job-details/desktop-support-analyst-amsterdam-ny--81b1f4cd-6e93-471f-94dc-df9954d9324e ## About the Role * 2-5 years in Service Desk/Desktop Support or similar IT Engineering role * Strong troubleshooting across Windows 11 and macOS; iOS/Android a plus * Experience with ticketing systems (e.g., Freshdesk, Jira, ServiceNow) and remote support tools * Hands-on with MDM/endpoint management (DTC, Jamf, or similar) and endpoint security tools * Working knowledge of Microsoft 365 administration; basic Azure AD/Entra ID concepts (groups, MFA, SSO) * Understanding of networking fundamentals (TCP/IP, DHCP/DNS, VPN, Wi Fi) * Scripting/automation fundamentals (PowerShell, Bash) for routine tasks and reporting * Excellent customer service, communication, and documentation skills; able to translate tech for non-technical users * Organized, proactive, comfortable prioritizing in a fast-paced environment * English proficiency; additional local language(s) preferred: German, French, Dutch, Italian * Excellent communication and collaboration skills Nice to have * Associate's Degree in Information Technology * ITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified, or JAMF certifications * Experience with Okta, Teams, 8x8 and AV ecosystems * Exposure to compliance frameworks (ISO 27001, SOC 2) and device hardening standards * SLA attainment and first-contact resolution rate * CSAT/user satisfaction scores * Endpoint compliance and patch currency * Excellent interpersonal and customer-facing skills * Analytical problem solver with attention to detail * Able to work independently and as part of a team * Comfortable working under SLA pressure and handling escalations calmly * Willingness to occasionally travel between sites and perform some manual handling (lifting hardware) ## Description Be yourself at ProtolabsStudies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.Why Protolabs?We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It's our people who fuel our creativity and make our culture feel like home.We are looking for a Desktop Support Analyst to join our team in AMS!This is an onsite, fixed-term role, and we are accepting applications from candidates based in the Netherlands.The Desktop Support Analyst is the face of IT for our employees-resolving tickets, supporting endpoints (Windows/macOS), managing user onboarding/offboarding, and keeping our core workplace tech running smoothly. This role combines Service Desk (L1/L2) responsibilities with onsite and remote Desktop Support.Sounds interesting? Apply now!What you'll doService Desk (L1/L2)Act as first and second line support for incidents and requests via ticketing system, chat, email, and walk-upsTriage, diagnose, and resolve hardware/software issues; escalate to L3/vendors when neededOwn tickets end-to-end, meeting SLAs and maintaining clear communication with usersCreate and maintain knowledge base articles, FAQs, and user guidesSupport account lifecycle: onboarding, access provisioning, offboarding, permissions reviewsSet up and support conferencing tools, AV equipment, and meeting roomsProvide remote support for distributed teams and home-office setupsDesktop/Endpoint SupportBuild, deploy, and maintain endpoints (Windows and macOS), including imaging and configurationAdminister MDM/endpoint management (DTC, Jamf) for policy, profiles, compliance, and patchingnstall and support core productivity suites (Microsoft 365), VPN, and collaboration toolsManage endpoint security (EDR/antivirus, disk encryption, OS/app patching)Support peripherals (printers, docks, webcams), mobile devices, and basic network connectivityMaintain hardware inventory and asset lifecycle (purchase requests, tracking, RMA, disposal)Platform and identitySupport identity and access management (AD/Microsoft Entra/Okta), MFA, and SSO appsPerform routine admin tasks in Microsoft 365 (Exchange, Teams, SharePoint)Assist with SaaS onboarding, license management, and application troubleshootingPerform routine admin tasks in Microsoft 365 (Exchange, Teams, SharePoint)Assist with SaaS onboarding, license management, and application troubleshootingOperations and ProcessContribute to ITIL-aligned processes: incident, request, problem, change, CMDB/assetDocument standards, runbooks, and diagrams for repeatable supportCollaborate with Security on compliance, endpoint posture, and awareness initiativesCoordinate with vendors for escalations or repairsWhat It Takes:2-5 years in Service Desk/Desktop Support or similar IT Engineering roleStrong troubleshooting across Windows 11 and macOS; iOS/Android a plusExperience with ticketing systems (e.g., Freshdesk, Jira, ServiceNow) and remote support toolsHands-on with MDM/endpoint management (DTC, Jamf, or similar) and endpoint security toolsWorking knowledge of Microsoft 365 administration; basic Azure AD/Entra ID concepts (groups, MFA, SSO)Understanding of networking fundamentals (TCP/IP, DHCP/DNS, VPN, Wi Fi)Scripting/automation fundamentals (PowerShell, Bash) for routine tasks and reportingExcellent customer service, communication, and documentation skills; able to translate tech for non-technical usersOrganized, proactive, comfortable prioritizing in a fast-paced environmentEnglish proficiency; additional local language(s) preferred: German, French, Dutch, ItalianExcellent communication and collaboration skillsNice to haveAssociate's Degree in Information TechnologyITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified, or JAMF certificationsExperience with Okta, Teams, 8x8 and AV ecosystemsExposure to compliance frameworks (ISO 27001, SOC 2) and device hardening standardsSLA attainment and first-contact resolution rateCSAT/user satisfaction scoresEndpoint compliance and patch currencyExcellent interpersonal and customer-facing skillsAnalytical problem solver with attention to detailAble to work independently and as part of a teamComfortable working under SLA pressure and handling escalations calmlyWillingness to occasionally travel between sites and perform some manual handling (lifting hardware)What's In It For You:Part of our incredible journey is clearly down to our amazing team, and we strongly believe in giving people a space to truly, authentically be themselves. We also believe that treating our employees well and sprinkling a great place to work with some nice perks can make work a little sweeter.Annual company bonus. We celebrate success together! Employees are not only rewarded for their achievements but also for contributing to the overall success of the business.Wellness and well-being with access to OpenUp psychologists, practice mindfulness with Headspace and tons more.Doggo-friendly office. We are big pet lovers and fully encourage hanging out with your (and your colleagues') furry friends in the officeDaily Lunch and snacks are provided in the office; it's a moment for our teams to connect and recharge. Shared meals strengthen our bonds and fuel collaboration.We offer learning and development days to be used for training or on volunteering, money to spend on learning courses, events, trainings, Access to our in-house LEARN platform with diverse courses, training, and workshops, In-house 3D Printing and much more!Follow us on Instagram to see what Life at Protolabs is all about!We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.