Desktop Support Analyst

Required Skills & Experience

• Experience supporting Windows 10 and Windows 11 operating systems in enterprise environments
• Experience with iOS and Android device support
• Solid understanding of Active Directory , including users, groups, and computer objects
• Proficiency with Microsoft Intune for device deployment, configuration, and management
• Hands‑on experience with Microsoft Intune MDM/MAM solutions
• Familiarity with device imaging and deployment tools such as Intune Autopilot, SCCM, MDT
• Strong troubleshooting skills across hardware, software, and user configuration issues
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
• Prior experience supporting professional services or law firm environments is strongly preferred

Job Description

Deployment Technicians will support a large‑scale law firm merger , assisting with the integration of end users from two legacy environments into a new, unified IT environment , followed by a Windows 11 upgrade initiative . The ideal candidate will have strong technical skills, excellent communication abilities, and experience delivering white‑glove support to professional services users.

This role requires strict adherence to established processes and runbooks, close collaboration with project managers and IT stakeholders, and a strong focus on minimizing user disruption during onboarding and upgrade activities.

Key Responsibilities

• Support a phased deployment project , beginning with onboarding users into the merged firm environment, followed by upgrading existing machines to Windows 11
• Pre‑provision and configure devices using Microsoft Autopilot
• Deploy, configure, and validate Windows 11 endpoints according to firm standards
• Enroll and support mobile devices ( iOS and Android ) using Microsoft Intune
• Assist with user setup, profile configuration, and validation of access to required applications and resources
• Provide hands‑on, desk‑side and remote technical support to end users throughout onboarding and upgrade activities
• Troubleshoot and resolve issues related to device provisioning, user access, OS upgrades, and application compatibility
• Follow established runbooks, deployment procedures, and security standards
• Document deployment steps, issues, resolutions, and best practices to support knowledge transfer
• Collaborate with infrastructure, identity, security, and application teams to ensure a smooth transition
• Provide feedback and recommendations to improve deployment processes and user experience
• Track and manage device inventory throughout the deployment lifecycle
• Travel to firm office locations within the region as required to support onsite deployments