Desktop Support Analyst

Desktop Support AnalystRequired Skills & Experience:-3+ years of experience working in an enterprise desktop support or service desk environment-Strong experience supporting Windows OS & MAC OS administration and applications-Experience with endpoint management tools such as Intune or SCCM (IRU, Kandji, Jamf)-Experience with Microsoft 365 and modern collaboration tools (Teams, Zoom, Slack)Familiarity with directory systems (Entra ID/Azure AD and/or Active Directory)-Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi?Fi troubleshooting)-Familiarity with ticketing and documentation tooling (Zendesk and/or ServiceNow; Jira/Confluence)-Familiarity with device provisioning concepts (ABM, Windows Autopilot, SmartDeploy) and VDI/VM concepts-Bachelor's degree or equivalent practical experienceNice to Have Skills & Experience:-LDAP familiarity-AWS/WDI exposure-Automox experienceJob Description:The Desktop Support Analyst position provides white-glove onsite and remote support for Windows and macOS users, business applications, and collaboration tools. This role manages tickets, supports onboarding and endpoint management activities, handles hardware logistics, and contributes to IT projects that improve the employee experience and operational efficiency. Key responsibilities include:Deliver VIP/white-glove desk-side support for end users.Provide onsite, email, and chat support for Windows 11, macOS, applications, and peripherals.Troubleshoot Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) and other business applications.Manage support tickets in Zendesk and/or ServiceNow, ensuring accurate documentation and SLA compliance.Support collaboration tools including Slack, Zoom, and Microsoft Teams, as well as basic conference room/AV technology.Perform new hire onboarding, workstation setup, and basic access provisioning.Execute IMAC (Moves, Adds, Changes) activities and onsite smart-hands support.Manage hardware inventory, provisioning, shipping, receiving, and asset tracking.Assist with endpoint management and device enrollment using Intune, Kandji, and related tools.Support device provisioning processes including Apple Business Manager and Windows Autopilot.Create and maintain knowledge base articles, onboarding documentation, and support guides.Identify recurring issues and recommend process improvements.Participate in IT projects and mentor team members as needed. Insight Global