Desktop Support Analyst 2

Desktop Support Analyst II – Overview

The Desktop Support Analyst II is a mid‑level technical support role responsible for diagnosing and resolving moderately complex hardware, software, and network issues. The Analyst works independently on most tasks while adhering to established IT standards, processes, and service‑level commitments.

Responsibilities

• Advanced technical support: troubleshoot and resolve Tier 2 incidents and service requests related to desktops, laptops, mobile devices, printers, and peripherals.
• Support advanced Windows/macOS issues, Microsoft365 applications, VPN, and common business software.
• Perform deep‑drive investigation and root‑cause analysis for recurring issues.
• Assist users with network connectivity issues and remote access solutions.
• System deployment and maintenance: image, configure, and deploy end‑user devices using enterprise tools (Intune, Auto Pilot, JAMF).
• Support soft...