Desktop Support Analyst 2

The Desktop Support Analyst II is a mid-level technical support role responsible for diagnosing and resolving moderately complex hardware, software, and network issues. This position provides advanced troubleshooting, assists with system upgrades and deployments, and serves as an escalation point for Tier 1 support staff. The Analyst II works independently on most tasks while adhering to established IT standards, processes, and service-level commitments.

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, Microsoft 365 applications, VPN, and common business software.
• Perform deep-dive investigation and root-cause analysis for recurring issues.
• Assist users with network connectivity issues and remote access solutions.

System Deployment & Maintenance

• Image, configure, and deploy end-user devices using enterprise tools (e.g., Intune, Auto Pilot, JAMF).
• Support software installations, patches, and updates.
• Assist with hardware refresh cycles and mass deployment projects.
• Help maintain endpoint security tools (antivirus, encryption, device compliance).

Escalation & Collaboration

• Serve as an escalation point for Desktop Support Analyst I and Service Desk staff.
• Work closely with Network, Systems, and Security teams to resolve cross-functional issues.
• Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
• Escalate high-impact or unresolved issues according to established procedures.
• Provides emergency after-hours senior executive support as required
• Provides after-hours on-call support when needed

Customer Service & Communication

• Provide professional, clear, and timely communication to users.
• Document troubleshooting steps and resolutions thoroughly in the ticketing system.
• Educate users on best practices and basic technical skills when appropriate.

Process & Documentation

• Create and update knowledge base articles, SOPs, and troubleshooting guides.
• Contribute to improving workflows, tools, and support procedures.
• Maintain accurate asset and inventory records.
• Help maintain organized storage, equipment checkouts, and returns.
• Ensuring that work is carried out within the established Service Level Agreements (SLA)