Level II Desktop Support

We are seeking a qualified Desktop Analyst II to provide onsite IT support to internal employees and contingent workers. This individual will troubleshoot and resolve technical issues across multiple communication channels while ensuring a high level of customer service.

The role will also support internal IT initiatives, including new technology rollouts, user adoption, new hire technology setup, and the development of knowledge base documentation to support future automation and AI initiatives. Responsibilities

• Provide Tier 2 support for end-user computing devices and serve as an escalation point for Tier 1 support.
• Respond to incidents and service requests through a ticketing system and provide timely resolution in a fast-paced business environment.
• Deploy, configure, and troubleshoot laptops, desktops, printers, multifunction printers, wireless devices, and other end-user technology.
• Reimage computers and hard drives in accordance with established standards.
• Perform move, add, and change activities, including equipment installation and decommissioning.
• Install, configure, and troubleshoot Windows operating systems, Microsoft Office, Microsoft 365, and internet browsers.
• Install, configure, and troubleshoot Mac/Apple operating systems and applications.
• Configure and support remote users, including VPN connectivity and troubleshooting.
• Support workstation setup, Citrix VDI environments, conference room technology, and basic networking needs.
• Provide technical guidance, customer training, and knowledge documentation.
• Follow ITIL-based change, incident, and problem management processes.
• Troubleshoot incidents and fulfill service requests within established SLAs.
• Follow Desktop and End User Computing processes, procedures, policies, and job aids.
• Provide high-touch, personalized IT support, including support for executives and senior-level employees.
• Partner with teams including Active Directory, Messaging, Network, Engineering, Information Security, Service Desk, business units, and third-party vendors.
• Perform IT asset inventory activities as needed.
• Work independently on day-to-day responsibilities with general direction on new assignments.
• Troubleshoot business applications, Microsoft tools, VPN connectivity, mobile devices, laptops, PCs, printers, and other hardware.
• Maintain a high level of customer service while following established service management principles and standard operating procedures.
• Identify opportunities for continuous improvement, including ways to reduce Service Desk volume and improve self-service support.
• Create and maintain knowledge base articles and technical documentation.

• Must be able to work 100% onsite in a corporate office, 5 days per week. This position supports onsite employees and is not eligible for remote work.
• 2+ years of technical support or desktop support experience.
• Hands-on experience supporting both Windows and Mac environments.
• Experience with workstation setup, Citrix VDI, conference room support, networking, and related desktop support responsibilities.
• Experience supporting Microsoft Active Directory, Azure, Microsoft Intune/Autopilot, Microsoft Office, Microsoft 365, corporate networks, and mobile devices.
• Strong troubleshooting and problem-solving skills.
• Strong communication skills and a customer-service-focused approach.
• Ability to work collaboratively across technical and business teams., * Working knowledge of Windows operating systems, PC hardware, networking concepts, and mobile technologies.
• Associate degree, technical certificate, boot camp, or equivalent training/experience in Computer Science, Information Technology, or a related field.
• Strong communication skills and a collaborative attitude.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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