Desktop Support Analyst

As a Desktop Support Analyst, you will join the Onsite Client Services team and help employees stay productive by delivering reliable, high-quality IT support. You will fix technical issues, support workplace technology, and guide users across a variety of platforms and applications.

You will act as a 2nd-level point for blocking issues, resolving incidents, supporting new technology rollouts, and helping colleagues get the most out of their IT environment. You will work closely with employees and the global IT team to solve problems quickly and build a smooth user experience.

You will also contribute to our global shared service desk, supporting users through in-person interactions, email, and live Zoom sessions. Success in this role comes from good communication, curiosity, and a proactive approach to problem solving.

What You'll Do

• Deliver 2nd-level onsite IT support for laptops, desktops, and workplace technology.

• Build, rebuild, deploy, and refresh user devices.

• Tackle issues across systems, applications, and infrastructure.

• Resolve service requests and incidents through in-person support, email, and Zoom.

• Provide concierge-level IT support for executives when needed.

• Manage and prioritize tickets in the ITSM system and bring them up when appropriate.

• Run IT onboarding sessions for new hires, ensuring access to systems and tools.

• Maintain and improve internal knowledge base articles and documentation.

• Administer Active Directory accounts and support access management across business systems.

• Support video conferencing and collaboration tools, including Zoom and meeting room technology.

• Work with vendors and internal teams to order, deploy, and install hardware.

• Assist with testing, rollout, and adoption of new technologies.

• Maintain accurate IT asset records, including assignments, repairs, and lifecycle updates.

• Document technical processes and contribute to continuous improvement initiatives.

• Follow IT security policies and infrastructure standards.

• Support regional IT teams with projects and operational initiatives.

What We're Looking For

Experience & Skills

• Passion for delivering phenomenal customer experience and solving problems for users.

• Clear communicator with strong collaboration and interpersonal skills.

• Calm and confident when handling technical issues or customer concerns.

• Able to prioritize tasks and handle multiple requests in a fast-paced environment.

• Comfortable working independently while staying connected with the team.

• Interested in improving processes, documentation, and user experience.

Technical Expertise

• Proven knowledge of Microsoft technologies, Windows environments, and Microsoft 365.

• Experience with Citrix, Cisco, and LAN/WAN networking concepts.

• Familiarity with remote support tools and video conferencing platforms such as Zoom.

• Experience using ITSM, issue tracking, or asset management tools.

• Knowledge of collaboration technologies such as Lifesize or Polycom.

• Experience administering Active Directory user accounts.

• Exposure to Mobile Device Management (MDM) is a plus.

• Experience supporting Google Workspace (G Suite) is beneficial.

Travel Expectations

Additional Information