Desktop Support Analyst

We are seeking a customer-focused Desktop Support Technician to join a collaborative IT team supporting a mid-to-large-sized enterprise environment. This individual will provide hands-on technical support to approximately 1,000 end users, troubleshoot desktop and hardware issues, manage service requests, and assist with ongoing technology initiatives. The ideal candidate has at least 3 years of desktop support experience in a mid-to-large environment, strong documentation skills, and a genuine passion for helping end users. This role is well suited for someone who is team-oriented, adaptable, and comfortable balancing daily ticket volume with project-based work.

Responsibilities

• Provide Tier 1/2 desktop and end-user support across a diverse enterprise environment.
• Troubleshoot hardware, software, Windows operating system, printer, and connectivity issues.
• Manage and resolve incidents and service requests through a ticketing system, including ServiceNow.
• Maintain accurate ticket documentation and contribute to knowledge sharing and support procedures.
• Support Microsoft Intune or SCCM for device management, deployments, group assignments, and testing.
• Assist with Windows 11 upgrades for manufacturing workstations and end-user computers.
• Support printer replacements and other hardware refresh initiatives throughout the manufacturing environment.
• Participate in the daily ticket and phone support queues, collaborating with team members to meet service expectations.
• Provide hands-on support across the campus, building relationships with end users and understanding the business environment.
• Assist with additional IT projects and operational needs as they arise.

Required Qualifications

• 3+ years of desktop support or end-user computing experience.
• Experience supporting users in a mid-to-large-sized enterprise environment.
• Experience working with an IT service management or ticketing platform such as ServiceNow.
• Strong ticket documentation skills and an understanding of the importance of knowledge sharing.
• Experience with Microsoft Intune or SCCM for endpoint management and deployments.
• Working knowledge of Windows operating systems, desktop hardware, printers, and common end-user applications.
• Strong customer service and communication skills.
• Ability to work collaboratively within a team while managing individual workload and priorities.
• Comfortable providing hands-on support in a manufacturing or campus-style environment.