Desktop Support Analyst

We are seeking a skilled Tier 2 Desktop Support Technician to provide advanced technical support in a Microsoft Windows enterprise environment. This individual will serve as an escalation point for Tier 1 support, resolving complex hardware, software, O365, and endpoint management issues while delivering exceptional customer service to end users. The ideal candidate will have strong troubleshooting abilities, experience supporting enterprise technologies, and a customer-first mindset., * Provide Level 2 support for desktops, laptops, mobile devices, peripherals, and enterprise applications.

• Troubleshoot and resolve Windows 10/11 operating system issues, software installations, and user profile problems.
• Support and administer Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Manage Active Directory tasks including account creation, password resets, group memberships, and permissions.
• Support Azure AD/Entra ID authentication, MFA, and account access requests.
• Diagnose and resolve hardware issues on Dell, Lenovo, and HP devices, coordinating warranty repairs as needed.
• Install, configure, and maintain printers, scanners, docks, monitors, and other peripherals.
• Support conference room technology and assist with meeting-related AV issues.
• Utilize ServiceNow or similar ticketing systems to document incidents, requests, and resolutions.
• Perform workstation deployments, refreshes, upgrades, and imaging activities.
• Support endpoint management solutions such as Microsoft Intune, SCCM/MECM, or similar tools.
• Troubleshoot networking issues including VPN connectivity, Wi-Fi, DNS, DHCP, and TCP/IP-related problems.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Collaborate with infrastructure, security, networking, and application teams to resolve escalated issues.
• Participate in on-call support and after-hours maintenance when required.

CompTIA A+ Group Policy User Profile Communication Microsoft 365 Prioritization Detail Oriented Authentications Desktop Support Microsoft Teams Customer Service Active Directory CompTIA Network+ Windows Defender Patch Management Operating Systems Microsoft Outlook Technical Support Microsoft Windows Endpoint Security Windows PowerShell Peripheral Devices Business Valuation Root Cause Analysis Endpoint Management Microsoft SharePoint Microsoft Windows 10 IT Service Management Software Installation Information Technology Full Stack Development Azure Active Directory Technical Documentation Infrastructure Security Wireless Communications Business Transformation Conference Room Technology End-User Training And Support Virtual Private Networks (VPN) Troubleshooting (Problem Solving) Dynamic Host Configuration Protocol (DHCP) Microsoft Intune (Mobile Device Management Software)

At least 3 years, * 3+ years of desktop support, service desk, or end-user support experience in a Windows enterprise environment.

• Strong knowledge of Windows 10 and Windows 11 administration and troubleshooting.
• Experience supporting Microsoft 365 applications and services.
• Working knowledge of Active Directory, Group Policy, and Azure AD/Entra ID.
• Experience with endpoint management tools such as Intune, SCCM/MECM, or equivalent.
• Familiarity with ServiceNow or other ITSM/ticketing platforms.
• Understanding of TCP/IP networking fundamentals, VPNs, and wireless connectivity.
• Experience supporting desktop and laptop hardware from major manufacturers.
• Excellent customer service, communication, and documentation skills.
• Ability to prioritize and manage multiple support requests in a fast-paced environment., * Experience supporting executive or white-glove users.
• Exposure to PowerShell scripting and automation.
• Experience with mobile device support (iOS and Android).
• Knowledge of Microsoft Defender, endpoint security, and patch management processes.
• Associate’s or Bachelor’s degree in Information Technology or related field.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or ITIL.

Technical Environment

• Windows 10/11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory & Azure AD (Entra ID)
• Microsoft Intune
• SCCM / MECM
• ServiceNow
• VPN Technologies
• Dell, Lenovo, and HP Hardware
• PowerShell
• TCP/IP, DNS, DHCP, Wi-Fi

Keys to Success

• Strong troubleshooting and root-cause analysis skills.
• Customer-focused approach with excellent interpersonal abilities.
• Ability to work independently and collaboratively within an IT support team.
• Strong attention to detail and commitment to service excellence., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.