Desktop Support Analyst

We’re seeking a Tier 2 End-User Computing (EUC) Support Specialist to provide advanced technical support for employee devices and software. This role supports laptops, desktops, printers, mobile devices, and related applications, delivering an excellent customer experience through clear communication, timely updates, and professional service. You’ll resolve issues escalated from Tier 1/Service Desk, support deployments and PC lifecycle programs, and partner with other IT teams to restore service quickly and reduce risk.

• Provide Tier 2 technical support for end-user incidents and requests (onsite and remote) that cannot be resolved by the Service Desk.
• Triage, prioritize, and resolve issues efficiently while meeting deadlines and service expectations.
• Record, track, and document all work in the ITSM/ticketing system (e.g., Service Now).
• Image, configure, deploy, and troubleshoot Windows endpoints; support PC refresh/replacement programs and emergency exchanges.
• Maintain accurate hardware asset and software inventory records.
• Deploy and troubleshoot software/hardware; support software distribution and patching tools (e.g., SCCM).
• Diagnose and resolve complex endpoint issues, including Windows profile rebuilds and OS-level troubleshooting.
• Troubleshoot network/VPN/MFA issues impacting end users.
• Analyze logs within Microsoft applications to identify root cause and drive resolution.
• Partner with internal IT resources and elevate appropriately when incidents require specialized support.
• Support IT projects/implementations and contribute to documentation and process improvements
  .
• Maintain strict confidentiality of sensitive information and follow policies/procedures.

• Strong troubleshooting and problem-solving skills; ability to quickly assess issues and identify solutions.
• Working knowledge of Microsoft Windows operating systems and common enterprise applications.
• Understanding of desktop configuration concepts
  , including Group Policy (GPO).
• Strong customer service orientation with professional written and verbal communication.
• Ability to manage multiple priorities with minimal supervision; high attention to detail and time management.
• Team-oriented mindset and ability to collaborate across departments.

• Associate’s or Bachelor’s degree in IT (preferred).
• ITIL certification (preferred).
• Equivalent combination of education, certifications, and experience will be considered.

• 2+ years experience with Windows desktop OS deployment and support.
• 2+ years experience with SCCM or similar software distribution tools.
• Experience supporting/deploying Windows 11
  .
• Experience working within an ITSM platform such as Service Now
  .