Desktop Support Analyst
Position Summary
We are seeking a Desktop Support Analyst to provide hands-on support to employees in a fast-paced, professional environment. This person should be comfortable taking ownership of common Windows, Microsoft 365, hardware, and connectivity issues and resolving them with minimal guidance.
The ideal candidate has 2 to 5 years of direct end-user support experience, strong troubleshooting skills, and a genuine interest in delivering reliable, responsive desktop support. This is a full-time, onsite position in New York City.
Key Responsibilities
• Provide desk-side and remote technical support to employees
• Diagnose and resolve Windows 10 and Windows 11 issues, including login, application, performance, and device problems
• Troubleshoot Microsoft 365 applications, particularly Outlook, Teams, OneDrive, Word, Excel, and PowerPoint
• Install, configure, deploy, and support desktops, laptops, printers, docking stations, and other peripherals
• Resolve account lockouts, password resets, access issues, and basic permissions requests using Active Directory or Microsoft Entra ID
• Assist with endpoint setup and management using Microsoft Intune or a similar platform
• Manage incidents and service requests in ServiceNow or a comparable ticketing system
• Troubleshoot basic VPN, Wi-Fi, and network connectivity issues, escalating more complex problems when appropriate
• Support new-hire setups, equipment replacements, system upgrades, and technology rollouts
• Document troubleshooting steps and resolutions in the ticketing system
• Provide patient, professional support to employees with varying levels of technical knowledge
Required Qualifications
• 2 to 5 years of hands-on desktop support or end-user IT support experience
• Strong practical experience troubleshooting Windows 10 and Windows 11 in a business environment
• Hands-on experience resolving Microsoft 365 issues, especially Outlook and other commonly used Office applications
• Ability to independently diagnose and resolve common hardware, software, account, and connectivity issues
• Working knowledge of Active Directory or Microsoft Entra ID
• Familiarity with Microsoft Intune or a comparable endpoint management platform
• Experience using ServiceNow or a similar ticketing system
• Experience setting up and troubleshooting laptops, desktops, printers, and peripherals
• Strong communication skills and a service-oriented approach
• Ability to work onsite in New York, NY, Monday through Friday
Preferred Qualifications
• Experience supporting Teams, OneDrive, and SharePoint Online
• Experience providing executive or VIP support
• Experience in a corporate or enterprise environment
• Exposure to mobile device management
• Familiarity with ITIL-based support processes
Position Details
Job Title: Desktop Support Analyst
Job Type: Full-time
Salary: $80,000 to $90,000 per year
Schedule: Monday through Friday, 40 hours per week
Work Location: Onsite in San Francisco, CA