Desktop Support Analyst
About The Position
We are seeking a proactive Desktop Support Analyst to provide high-touch technical support for our Windows and macOS environments. This is a critical role responsible for ensuring our team stays productive, secure, and connected. From managing high-end conference-room tech to mastering device provisioning with Autopilot, you will be the "go-to" expert for both in-person and remote technical challenges. Fairway Home Mortgage, founded in 1996, is a nationwide leader in the mortgage industry. Customer service is at the heart of everything we do. We deliver personalized loan solutions with some of the fastest turn times in the industry. Our mission is to act as trusted advisors, guiding clients through every step of the mortgage process to exceed expectations and ensure satisfaction. Our culture promotes innovation, growth, and collaboration, offering exciting career paths and professional development. Whether you're starting out or advancing your career, Fairway is a place where your skills and ambitions can thrive.
Requirements
- Experience: 5+ years in professional desktop support, with at least 2 years focused on Microsoft Intune and remote/in-person troubleshooting.
- OS Mastery: Expert-level knowledge of Windows 11 (Azure environment) and macOS.
- Deployment: Advanced proficiency in PC imaging and modern provisioning (Autopilot).
- Connectivity: Solid understanding of VPNs, networking protocols, and PC repair.
- Software: Deep familiarity with Microsoft 365, particularly OneDrive (syncing, sharing, and data recovery).
- Hardware: Experience managing network printers and AV equipment (Logitech/Teams/Zoom rooms).
- Education & Certifications: Bachelor’s degree in CS, IT, or equivalent hands-on experience.
- Physical: Must be able to lift and move equipment up to 75 lbs.
Nice To Haves
- Preferred Certifications: CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician (MCDST).
- Frameworks: A foundational understanding of ITIL best practices.
Responsibilities
- End-User Support: Deliver professional Tier 2 technical support (deskside and remote), resolving escalated issues from the Service Desk with speed and precision.
- Device Lifecycle Management: Oversee the configuration, imaging, and provisioning of hardware using Windows Autopilot and Microsoft Intune.
- Infrastructure & MDM: Administer Mobile Device Management (MDM) platforms and maintain mobile infrastructure for smartphones and tablets.
- Collaboration Tech: Configure and maintain Logitech conference solutions, including Microsoft Teams Rooms and Zoom Room environments.
- Documentation & Process: Build and maintain a robust IT Knowledge Base; contribute to continuous process improvements to streamline IT operations.
- Asset Management: Track hardware/software inventory and manage the fleet of network printers and peripheral devices.
- Project Support: Assist in the planning and execution of enterprise-wide IT initiatives and hardware refresh cycles.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
