Desktop Support Analyst

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