Position Summary
We are seeking a motivated and customer-focused Desktop Support Analyst with 1–3 years of hands-on IT support experience. The ideal candidate will provide first- and second-level technical support for end users, troubleshoot hardware and software issues, manage endpoint devices, and assist with Microsoft 365 and Azure-based administration.
This role requires strong problem-solving skills, excellent customer service, and a solid understanding of modern workplace technologies, including Microsoft 365, Microsoft Entra ID (Azure AD), Intune, and Windows endpoint management.
Key Responsibilities
End User Support
- Provide desktops, laptop, mobile device, and peripheral support for employees.
- Troubleshoot and resolve hardware, software, network connectivity, and printing issues.
- Respond to and manage Help Desk tickets within service level agreements (SLAs).
- Deliver exceptional customer service through in-person, remote, and phone-based support.
Microsoft 365 Administration
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications.
- Assist with user account provisioning, licensing, password resets, and mailbox management.
- Troubleshoot authentication, email, and collaboration platform issues.
Identity & Access Management
- Administer user accounts and security groups in Microsoft Entra ID (Azure AD) and Active Directory.
- Support onboarding, offboarding, and access management processes.
- Assist with Multi-Factor Authentication (MFA) and Conditional Access troubleshooting.
Endpoint Management
- Deploy, configure, and support Windows 10/11 devices.
- Perform laptop imaging, reimaging, and device provisioning using Microsoft Intune and Autopilot.
- Manage software deployments, updates, and endpoint compliance policies.
- Maintain inventory records for laptops, mobile devices, and IT assets.
Hardware & Infrastructure Support
- Set up and maintain desktops, laptops, docking stations, monitors, printers, and conference room technology.
- Support office relocations, workstation moves, and hardware refresh initiatives.
- Escalate complex issues to senior IT staff or vendors as required.
Documentation & Process Improvement
- Create and maintain technical documentation, knowledge base articles, and support procedures.
- Identify opportunities to improve support processes and user experience.
Required Qualifications
- Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience).
- 1–3 years of experience in a Desktop Support, Help Desk, or IT Support role.
- Experience supporting Microsoft 365 applications and services.
- Working knowledge of Microsoft Entra ID (Azure AD) and Active Directory.
- Experience with Microsoft Intune and endpoint management.
- Experience performing laptop imaging, reimaging, deployment, and troubleshooting.
- Knowledge of Windows 10/11 operating systems.
- Familiarity with networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity.
- Strong troubleshooting and customer service skills.
- Excellent verbal and written communication skills.
Preferred Qualifications
- Microsoft certifications such as:
- Microsoft 365 Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)
- Modern Desktop Administrator Associate
- Experience with Microsoft Autopilot.
- Experience supporting conference room technologies and collaboration platforms.
Key Competencies
- Customer-focused mindset
- Strong analytical and troubleshooting abilities
- Attention to detail
- Ability to prioritize and manage multiple tasks
- Team-oriented with a willingness to learn
- Strong communication and interpersonal skills
Location
Onsite 30 Hudson Yards. NYC, NY.
Pay: $40.00 - $50.00 per hour
Work Location: In person
