Desktop Support Analyst II

📋 Description

• Resolve end-user hardware, software, and account issues to keep endpoints running.
• Handle escalations, mentor junior analysts, and contribute to docs and processes.
• Manage incidents and service requests, tracking with ticketing systems and SLAs.
• Install, deploy, and maintain PCs, software, scanners, printers, and peripherals.
• Provide face-to-face, phone, or chat support to internal customers.
• Coordinate with vendors/technicians and perform root-cause analysis when needed.

🎯 Requirements

• Bachelor's degree in CS/IT or 4 years of equivalent work exp; or CompTIA A+.
• CompTIA Network+ certification (preferred).
• Desktop Support Analyst I experience (preferred).
• Strong knowledge of Windows 10/11, Active Directory, and Microsoft 365.
• ITIL/change management familiarity; ServiceNow or ITSM experience.
• Excellent written and verbal communication; ability to mentor others.

🎁 Benefits

• Medical, Dental & Vision coverage.
• Life Insurance.
• 401(k) with company match.
• You Pick a Day paid holidays.
• FSA & HSA options.
• Pet Insurance.