Analyst - Desktop Support

Description

As a Desktop Support Analyst, you are a critical enabler of our fast-paced, modern organization, serving as both a technical expert and a trusted partner to the business. This is not a traditional “ticket-taking” role; we are seeking a proactive, customer-obsessed problem solver who thrives in high-volume environments and consistently delivers exceptional, white-glove support.

While you will have a primary organization you support, this role operates within a multi-organization IT ecosystem. You will regularly collaborate with peer IT teams across multiple entities to support shared technologies, align standards, and drive operational consistency. Success in this role requires strong communication skills, adaptability, and a collaborative mindset to effectively navigate and contribute across organizational boundaries.

You will support and manage a modern, cloud-first technology stack (M365, Intune, and Meraki, etc.) ensuring a seamless and high-quality end-user experience. As part of a broader desktop support team, you will help enable technology synergies across organizations while maintaining a high bar for service, reliability, and professionalism.

Key Responsibilities

• Endpoint & Identity Management: Deploy and manage a fleet of Windows devices using Microsoft Intune (Autopilot) and Entra ID (Azure AD).
• Agile Support: Maintain a commitment to quantity by efficiently managing a high-volume ticket queue without sacrificing technical accuracy.
• Network Operations: Perform first-line troubleshooting and configuration for our Cisco Meraki wireless and wired infrastructure.
• Security & Compliance: Proactively monitor and remediate threats using Microsoft Defender for Endpoint to ensure a hardened environment.
• Automation: Utilize PowerShell to script repetitive tasks, automate software deployments, and streamline manual workflows. Knowledge of KQL is a plus.
• Collaboration: Support the M365 suite (Outlook, SharePoint, OneDrive) and ensure seamless communication across the multiple orgs.

Technical Requirements

• Identity: Proven experience with Active Directory and Entra ID (User lifecycle, Groups, Conditional Access).
• MDM: Hands-on experience with Microsoft Intune for device enrollment, configuration profiles, and compliance policies.
• Networking: Ability to troubleshoot connectivity, VLANs, and DHCP within a Meraki dashboard environment.
• Security: Familiarity with Microsoft Defender for Endpoint alert triaging and remediation.
• Scripting: Functional knowledge of PowerShell (ability to read, modify, and deploy scripts).
• Support for Audio/Video (AV) equipment and modern conference room technology.

Nice to Have

• Experience with Microsoft Azure administration (VMs, Storage).
• Administration of MS Teams Calling (VOIP) and phone system logic.

Soft Skills & Success Criteria

• High-Quality Customer Experience: You strive to provide a world-class experience for every user and resident, turning technical hurdles into positive interactions.
• Strong Communication: You can translate complex technical issues into clear, actionable updates for non-technical stakeholders.
• Operational Stamina: You thrive in a "move-fast" culture and are committed to maintaining high throughput in a dynamic, shifting environment.
• Continuous Improvement: You don't just fix a problem once; you look for ways to automate the solution so it never happens again.
• Self-Starter Mentality: You take initiative without waiting for direction, proactively identifying issues, opportunities, and improvements while driving tasks to completion in a fast-moving environment.

Why Join Us?

We value agility, transparency, and technical curiosity. If you are a self-starter who wants to work with a modern cloud stack and impact a growing company's daily productivity, we want to hear from you.