Desktop Support Analyst

Position Summary

We are seeking a motivated and customer-focused Desktop Support Analyst to provide high-quality technical support to employees in a fast-paced, professional environment.

The ideal candidate will have 2 to 5 years of hands-on desktop support, help desk, or end-user support experience. This individual should be comfortable troubleshooting hardware, software, Microsoft technologies, and basic connectivity issues while providing professional and responsive service to both technical and non-technical users.

This is an onsite position in New York City and is best suited for a junior to mid-level IT professional who can independently resolve common support issues while continuing to expand their technical knowledge.

Key Responsibilities

• Provide onsite and remote technical support to end users
• Perform desk-side troubleshooting for hardware, software, and connectivity issues
• Install, configure, and maintain desktops, laptops, printers, peripherals, and related equipment
• Support Windows operating systems and endpoint devices
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint
• Assist with password resets, access issues, user accounts, security groups, and permissions
• Perform basic user administration in Active Directory and Microsoft Entra ID
• Assist with endpoint setup, enrollment, and management using Microsoft Intune or a similar platform
• Respond to incidents and service requests through ServiceNow or a comparable ticketing system
• Troubleshoot basic networking issues involving VPN access, Wi-Fi, TCP/IP, and DNS
• Support mobile devices and mobile device management when needed
• Maintain accurate documentation of support activities, troubleshooting steps, and resolutions
• Assist with new-hire setups, equipment deployments, system upgrades, and technology rollouts
• Escalate complex technical issues to the appropriate internal teams
• Provide professional, approachable, and service-oriented support to employees and internal stakeholders

Required Qualifications

• 2 to 5 years of desktop support, help desk, or end-user support experience
• Hands-on experience supporting Windows operating systems
• Experience troubleshooting Microsoft 365 and Office applications
• Working knowledge of Active Directory or Microsoft Entra ID
• Familiarity with Microsoft Intune or another endpoint management platform
• Experience using ServiceNow, Jira Service Management, or a similar ticketing system
• Basic understanding of networking concepts, including TCP/IP, DNS, VPN, and wireless connectivity
• Experience installing and troubleshooting desktops, laptops, printers, and peripherals
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to communicate technical information clearly to non-technical users
• Professional and service-oriented approach
• Ability to manage multiple requests in a fast-paced support environment
• Ability to work onsite in New York, NY

Preferred Qualifications

• Experience supporting SharePoint Online
• Experience providing executive or VIP support
• Experience working in a corporate or enterprise environment
• Exposure to mobile device management
• Experience supporting both onsite and remote employees
• Familiarity with ITIL-based support processes

Position Details

Job Title: Desktop Support Analyst
Experience Level: Junior to Mid-Level
Job Type: Full-time
Salary: $80,000 to $90,000 per year
Schedule: Monday through Friday
Expected Hours: 40 hours per week
Work Location: Onsite in New York, NY