Desktop Support Analyst 2

Summary

The Analyst II works independently on most tasks while adhering to established IT standards, processes, and service-level commitments.

Job Description

• Troubleshoot and resolve Tier 2 incidents and service requests related to desktops, laptops, mobile devices, printers, and peripherals.
• Support advanced Windows/macOS issues, Microsoft 365 applications, VPN, and common business software.
• Perform deep-dive investigation and root-cause analysis for recurring issues.
• Assist users with network connectivity issues and remote access solutions.

• Image, configure, and deploy end-user devices using enterprise tools (e.g., Intune, Auto Pilot, JAMF).
• Support software installations, patches, and updates.
• Assist with hardware refresh cycles and mass deployment projects.
• Help maintain endpoint security tools (antivirus, encryption, device compliance).

• Serve as an escalation point for Desktop Support Analyst I and Service Desk staff.
• Work closely with Network, Systems, and Security teams to resolve cross-functional issues.
• Provide assistance and or information if needed to Asurion Technical Operations Center (ATOC) during critical incidents onsite
• Escalate high-impact or unresolved issues according to established procedures.
• Provides emergency after-hours senior executive support as required
• Provides after-hours on-call support when needed

• Provide professional, clear, and timely communication to users.
• Document troubleshooting steps and resolutions thoroughly in the ticketing system.
• Educate users on best practices and basic technical skills when appropriate.

• Create and update knowledge base articles, SOPs, and troubleshooting guides.
• Contribute to improving workflows, tools, and support procedures.
• Maintain accurate asset and inventory records.
• Help maintain organized storage, equipment checkouts, and returns.
• Ensuring that work is carried out within the established Service Level Agreements (SLA)

• Minimum of 4 years of hands-on experience in Desktop Support, IT Support, or a similar end-user computing role, with demonstrated experience handling Tier 2 or advanced support issues.