Desktop Support Analyst II

Job Summary

We are seeking a knowledgeable and customer-focused Desktop Support Analyst II to join our IT support team. This position involves resolving end-user technical issues, providing Tier 1 and Tier 2 support, and assisting with fundamental network and infrastructure tasks. The ideal candidate will have a strong technical background, excellent communication and writing skills, and experience in supporting both desktop and mobile device environments.

Key Responsibilities

• Respond to and resolve hardware, software, and network-related issues via phone, email, remote tools, or in person.
• Provide Tier 1 and Tier 2 support for desktop systems, mobile devices, and business applications.
• Install, configure, and maintain desktops, laptops, printers, and other peripheral devices.
• Contributes to special projects focused on end-user support.
• Support and troubleshoot mobile platforms, including Android and iOS, for email setup, MDM enrollment, and app troubleshooting.
• Assist with basic network infrastructure support: unmanaged/managed switches, access points, patch panels, VPN firewalls.
• Document issues, resolutions, and procedures in the ticketing system using clear, concise, and professional writing.
• Conduct user onboarding and offboarding, including the setup of accounts and equipment.
• Ensure compliance with security policies and operational procedures.
• Escalate unresolved or complex issues to senior IT staff or specialized teams.
  

Qualifications

Required:

• 2–4 years of experience in an IT Help Desk or desktop support role.
• Broad general knowledge of computer technology and applications.
• Experience supporting Windows OS, Office 365, and Active Directory.
• Proficiency in supporting Android and iOS devices.
• Knowledge of basic networking equipment, including switches, firewalls, and access points.
• Broad general knowledge of computer technology and applications.
• Basic understanding of networking concepts: IP addressing, DNS, DHCP, VLANs.
• Experience with physical network troubleshooting (e.g., patch panels, port mapping).
• Experience with VPN setup and reviewing firewall logs for connectivity issues.
• Strong written communication skills for documentation and user communication.
• Excellent verbal communication and customer service abilities.

Preferred:

• Associate’s or bachelor’s degree in IT, Computer Science, or equivalent experience and training, preferably with a concentration in Computer Science or a healthcare-related field.
• Industry certifications: CompTIA A+, Network+, or Cisco CCNA.
• Familiarity with Ubiquiti, Meraki, or similar SMB networking platforms.
• Experience with mobile device management (MDM) platforms.
• Exposure to macOS or Linux environments.

Working Environment

• Standard business hours with occasional after-hours support or maintenance windows.
• May involve lifting and moving IT equipment (up to 40 lbs.) and working in server and network closets.
• Hybrid or on-site support is required based on organizational needs.
• Role requires regional travel

What We Offer

• Competitive salary and benefits package
• Supportive and collaborative team environment.
• Healthcare coverage, including dental and vision.
• Hands-on exposure to a broad range of IT systems and infrastructure