Desktop Support Analyst

Job Summary

We are seeking a knowledgeable and customer-focused Desktop Support Analyst II to join our IT support team. This position involves resolving end-user technical issues, providing Tier 1 and Tier 2 support, and assisting with fundamental network and infrastructure tasks. The ideal candidate will have a strong technical background, excellent communication and writing skills, and experience in supporting both desktop and mobile device environments.

Key Responsibilities

• Respond to and resolve hardware, software, and network-related issues via phone, email, remote tools, or in person.


• Provide Tier 1 and Tier 2 support for desktop systems, mobile devices, and business applications.


• Install, configure, and maintain desktops, laptops, printers, and other peripheral devices.


• Contributes to special projects focused on end-user support.


• Support and troubleshoot mobile platforms, including Android and iOS, for email setup, MDM enrollment, and app troubleshooting.


• Assist with basic network infrastructure support: unmanaged/managed switches, access points, patch panels, VPN firewalls.


• Document issues, resolutions, and procedures in the ticketing system using clear, concise, and professional writing.


• Conduct user onboarding and offboarding, including the setup of accounts and equipment.


• Ensure compliance with security policies and operational procedures.


• Escalate unresolved or complex issues to senior IT staff or specialized teams.
  

Qualifications

:

• 2–4 years of experience in an IT Help Desk or desktop support role.


• Broad general knowledge of computer technology and applications.


• Experience supporting Windows OS, Office 365, and Active Directory.


• Proficiency in supporting Android and iOS devices.


• Knowledge of basic networking equipment, including switches, firewalls, and access points.


• Broad general knowledge of computer technology and applications.


• Basic understanding of networking concepts: IP addressing, DNS, DHCP, VLANs.


• Experience with physical network troubleshooting (e.g., patch panels, port mapping).


• Experience with VPN setup and reviewing firewall logs for connectivity issues.


• Strong written communication skills for documentation and user communication.


• Excellent verbal communication and customer service abilities.

Preferred:

• Associate’s or bachelor’s degree in IT, Computer Science, or equivalent experience and training, preferably with a concentration in Computer Science or a healthcare-related field.


• Industry certifications: CompTIA A+, Network+, or Cisco CCNA.


• Familiarity with Ubiquiti, Meraki, or similar SMB networking platforms.


• Experience with mobile device management (MDM) platforms.


• Exposure to macOS or Linux environments.

Working Environment

• Standard business hours with occasional after-hours support or maintenance windows.


• May involve lifting and moving IT equipment (up to 40 lbs.) and working in server and network closets.


• Hybrid or on-site support is required based on organizational needs.


• Role requires regional travel

What We Offer

• Competitive salary and benefits package


• Supportive and collaborative team environment.


• Healthcare coverage, including dental and vision.


• Hands-on exposure to a broad range of IT systems and infrastructure