Desktop Support Analyst

Description The End User Support Analyst - Level 2 provides end-to-end technical support for internal users across on-premise and cloud-based Microsoft environments. This role focuses on endpoint support, user access, security tools, and office technology while working closely with IT and infrastructure teams. Key Responsibilities

• Provide end-to-end client support via a ticketing system for local and remote users
• Serve as a Level 2 escalation point for end-user issues involving hardware, software, and access
• Support Office 365 administration, including user setup and ongoing maintenance
• Administer Exchange Online, including mailbox management and licensing
• Manage Intune and mobile device administration for laptops, tablets, and phones
• Support current and legacy Windows operating systems
• Administer Active Directory and Group Policy in a multi-domain organization
• Perform computer imaging, deployment, and lifecycle support
• Add, configure, and maintain workstations, laptops, and mobile devices
• Support Microsoft security tools including Identity Protection and Multi-Factor Authentication
• Manage and troubleshoot remote access solutions including Microsoft DirectAccess and Pulse Secure VPN
• Respond to system alerts and provide coverage for senior systems administration functions as needed
• Support conference room audio and video technology
• Assist with building security systems and local network connectivity in coordination with IT
• Support network printers and office automation systems
• Provide mobile device and endpoint support for both office-based and remote users Requirements
• 3+ years of xxperience in a Level 2 end-user or desktop support role
• Strong experience supporting Microsoft 365 environments
• Working knowledge of Exchange Online, Intune, Active Directory, and Group Policy
• Windows OS troubleshooting and endpoint management experience
• Familiarity with Microsoft security tools and VPN technologies
• Strong customer service, documentation, and troubleshooting skills
• Ability to work collaboratively in a team environment Technology Doesn't Change the World, People Do.

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