Desktop Support Analyst

TEKsystems • Littleton, CO

1d • $32 - $34 • Onsite

About The Position

We’re seeking a Tier 2 Desktop Support Specialist to own escalations from the Service Desk, deliver high-quality deskside and remote support, and keep our end-user environment stable, secure, and productive. You’ll troubleshoot complex Windows and endpoint issues, support MDM-enrolled devices, and partner with Infrastructure/Apps teams on deployments, patching, and problem management.

Requirements

• 5+ years hands-on desktop support in enterprise environments (Tier 2/Deskside/Field)
• 5+ years Windows troubleshooting (Windows 10/11), including profiles, drivers, updates, and performance tuning
• Proven printer troubleshooting experience (network printers, drivers, queues, print servers, scan-to-email)
• Mobile Device Management (MDM) experience (e.g., Microsoft Intune, Jamf or similar) for enrollment, compliance, policies, and app deployment
• 5+ years in enterprise desktop support (Tier 2/Deskside/Field)
• Advanced Windows 10/11 diagnostics (event logs, Safe Mode, driver conflicts, profile corruption, GPO/Intune policy conflicts)
• Printer/MFD support across drivers, queues, print servers, and scan-to-email/O365 SMTP configuration
• MDM administration/support (Intune, Jamf, Workspace ONE, or similar): enrollment, device compliance, app/policy deployment
• Proficiency with M365 (Outlook/Teams/OneDrive/SharePoint) and client-side troubleshooting
• Experience with ITSM ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management)
• Strong customer service, prioritization, and incident ownership; clear written and verbal communication

Nice To Haves

• SCCM/MECM (or Intune) for imaging/PXE/Autopilot, packaging, and software distribution
• Azure AD/Entra ID, MFA/SSO, Conditional Access, basic identity troubleshooting
• Networking fundamentals: TCP/IP, VLANs, DHCP/DNS, VPN clients, certificates
• Endpoint security: EDR/AV tools (Defender, CrowdStrike), BitLocker management, compliance reporting
• Mac support (Jamf experience) a plus
• Scripting exposure (PowerShell) for automation and bulk remediation
• Certifications: CompTIA A+ / Network+, Microsoft 365 Certified: Modern Desktop Administrator / Endpoint Administrator, ITIL Foundation

Responsibilities

• Own Tier 2 escalations from the Service Desk; diagnose and resolve issues across Windows endpoints, peripherals, and core productivity apps
• Provide deskside and remote support for hardware (laptops/desktops), imaging, break/fix, replacements, and lifecycle management
• Manage incidents, requests, and problem tickets in the ITSM tool (e.g., ServiceNow); document root cause and knowledge articles
• Configure and support MDM-managed devices (policy, compliance, application deployment, conditional access)
• Support M365 apps (Outlook/Teams/OneDrive/SharePoint), authentication (Azure AD/Entra ID), and identity-related client issues
• Troubleshoot network-related client issues (VPN, Wi‑Fi, DNS, proxy, certificates, split-tunnel)
• Install, upgrade, and patch client software; work with SCCM/MECM or Intune for deployments and updates
• Maintain and troubleshoot printers/MFDs: drivers, print queues, permissions, scan workflows
• Provide VIP support with urgency and discretion; communicate clearly with non-technical users
• Contribute to standards, SOPs, and knowledge base; help drive continual service improvement
• Assist with endpoint security posture (AV/EDR, encryption, BitLocker, device compliance) and asset inventory accuracy

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Mid Level