Desktop Support Analyst

life insurance, sick time, 401(k), retirement plan

Feb 24, 2026

We're seeking a Tier 2 Desktop Support Specialist to own escalations from the Service Desk, deliver high-quality deskside and remote support, and keep our end-user environment stable, secure, and productive. You'll troubleshoot complex Windows and endpoint issues, support MDM-enrolled devices, and partner with Infrastructure/Apps teams on deployments, patching, and problem management.

• 5+ years hands‑on desktop support in enterprise environments (Tier 2/Deskside/Field)
• 5+ years Windows troubleshooting (Windows 10/11), including profiles, drivers, updates, and performance tuning
• Proven printer troubleshooting experience (network printers, drivers, queues, print servers, scan‑to‑email)
• Mobile Device Management (MDM) experience (e.g., Microsoft Intune, Jamf or similar) for enrollment, compliance, policies, and app deployment
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Responsibilities
• Own Tier 2 escalations from the Service Desk; diagnose and resolve issues across Windows endpoints, peripherals, and core productivity apps
• Provide deskside and remote support for hardware (laptops/desktops), imaging, break/fix, replacements, and lifecycle management
• Manage incidents, requests, and problem tickets in the ITSM tool (e.g., Service Now); document root cause and knowledge articles
• Configure and support MDM‑managed devices (policy, compliance, application deployment, conditional access)
• Support M365 apps (Outlook/Teams/One Drive/SharePoint), authentication (Azure AD/Entra ), and identity‑related client issues
• Troubleshoot network‑related client issues (VPN, WiFi, DNS, proxy, certificates, split‑tunnel)
• Install, upgrade, and patch client software; work with SCCM/MECM or Intune for deployments and updates
• Maintain and troubleshoot printers/MFDs: drivers, print queues, permissions, scan workflows
• Provide VIP support with urgency and discretion; communicate clearly with non‑technical users
• Contribute to standards, SOPs, and knowledge base; help drive continual service improvement
• Assist with endpoint security posture (AV/EDR, encryption, Bit Locker, device compliance) and asset inventory accuracy
Required Qualifications
• 5+ years in enterprise desktop support (Tier 2/Deskside/Field)
• Advanced Windows 10/11 diagnostics (event logs, Safe Mode, driver conflicts, profile corruption, GPO/Intune policy conflicts)
• Printer/MFD support across drivers, queues, print servers, and scan‑to‑email/O365 SMTP configuration
• MDM administration/support (Intune, Jamf, Workspace ONE, or similar): enrollment, device compliance, app/policy deployment
• Proficiency with M365 (Outlook/Teams/One Drive/SharePoint) and client‑side troubleshooting
• Experience with ITSM ticketing systems (e.g., Service Now, Remedy, Jira Service Management)
• Strong customer service, prioritization, and incident ownership; clear written and verbal communication
Preferred/Nice to Have
• SCCM/MECM (or Intune) for imaging/PXE/Autopilot, packaging, and software distribution
• Azure AD/Entra , MFA/SSO, Conditional Access, basic identity troubleshooting
• Networking fundamentals: TCP/IP, VLANs, DHCP/DNS, VPN clients, certificates
• Endpoint security: EDR/AV tools (Defender, Crowd Strike), Bit Locker management, compliance reporting
• Mac support (Jamf experience) a plus
• Scripting exposure (Power Shell) for automation and bulk remediation
• Certifications:
  
  CompTIA A+ / Network+, Microsoft 365 Certified:
  Modern Desktop Administrator / Endpoint Administrator, ITIL Foundation
Tools and Technologies (typical)
• Windows 10/11, M365/Office apps, Intune/Jamf, SCCM/MECM, Azure AD/Entra , Service Now, VPN clients (Global Protect/Any Connect), Bit Locker, EDR/AV, printer management tools, Autopilot/Imaging utilities
Education

Bachelor's in IT/CS or equivalent experience preferred; relevant certifications strongly considered

Job Type & Location

This is a Contract to Hire position based out of Denver, CO.

Pay and Benefits

The pay range for this position is $32.00 - $34.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or…