Desktop Support Analyst

Position Overview: Analyst II – Desktop Systems The Analyst II – Desktop Systems role is responsible for providing comprehensive desktop support to users across the Walnut Creek campus, remote offices, and SOHO (small office/home office) environments throughout North America. This position serves as a key point of contact for end-users across all business units and works closely with IT support teams to troubleshoot and resolve desktop, server, and network-related issues. Key Aspects of the Role Deliver end-user support for desktop-related issues, ensuring efficient and timely resolution across multiple locations. Collaborate with IT personnel to assist in diagnosing and resolving server and network failures impacting user productivity. Participate in global IT projects, working with colleagues from other Wind River locations to support cross-functional initiatives. Work closely with the North American Desktop Systems team and Remote Systems Administrators to maintain consistent support standards. Provide occasional off-hours and evening support as required to ensure continuity of service. Maintain a strong on-site presence at the Walnut Creek campus to support local users and infrastructure. Responsibilities & Accountabilities Install, configure, and troubleshoot desktop systems and workstations across a heterogeneous environment (Windows, Linux, and macOS). Provide responsive help desk support, ensuring timely resolution of user issues and escalation when necessary. Microsoft Teams Conferencing Support. Collaborate with global IT teams to diagnose and resolve technical problems efficiently. Support global IT projects, taking ownership of Walnut Creek–based initiatives as needed. Develop and document procedures, guidelines, and best practices for end users. Communicate complex technical concepts clearly to both technical and non-technical audiences. Evaluate and test new hardware and software solutions for the desktop environment. Deliver user training sessions on standard and specialized applications to improve productivity and adoption. Maintain accountability for issue resolution, ensuring excellent customer service and follow-through. Build and sustain strong relationships with internal stakeholders and customers. #J-18808-Ljbffr