Desktop Support Analyst

Description
About the Opportunity
We are seeking a Desktop Support Analyst to provide exceptional end-user support while helping oversee the organization's IT asset lifecycle. This role will serve as a primary point of contact for desktop support issues and will play a critical role in managing hardware assets, software inventory, device deployments, and technology refresh initiatives.
The ideal candidate combines strong technical troubleshooting skills with experience maintaining accurate asset records, coordinating technology deployments, and ensuring employees have the tools they need to be productive.
WKey Responsibilities
End User Support

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Troubleshoot and resolve hardware, software, operating system, and connectivity issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Assist with account administration, password resets, access requests, and device provisioning.
• Image, configure, deploy, and upgrade desktop and laptop systems.
• Support conference room technologies and remote workforce tools.
• Document incidents, requests, and resolutions within the IT ticketing system.
• Escalate complex issues to infrastructure, networking, security, or application support teams when necessary.

IT Asset & Lifecycle Management

• Maintain accurate inventory records for desktops, laptops, monitors, mobile devices, peripherals, and software assets.
• Track technology assets throughout their lifecycle, including procurement, deployment, maintenance, refresh, reassignment, and disposal.
• Manage asset receiving, tagging, inventory audits, and reconciliation activities.
• Coordinate employee onboarding and offboarding processes, ensuring timely device deployment and recovery.
• Monitor hardware warranties, lease expirations, and refresh schedules.
• Partner with vendors and procurement teams to support hardware ordering and inventory management.
• Ensure asset management documentation remains current and audit-ready.
• Generate reports on asset utilization, inventory levels, lifecycle status, and replacement planning.
• Assist with software license tracking and compliance initiatives.
• Support endpoint lifecycle programs, including workstation refreshes and equipment standardization efforts.

Requirements
Required Qualifications

• 2+ years of experience in Desktop Support, Service Desk, Endpoint Support, IT Operations, or a related role.
• Experience supporting enterprise desktop and laptop environments.
• Hands-on experience with IT asset management, inventory control, or endpoint lifecycle management.
• Strong knowledge of:
• Windows 10/11
• Microsoft 365
• Active Directory
• Azure AD / Entra ID
• Remote support tools
• Hardware troubleshooting
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, or similar platforms.
• Experience maintaining asset records and performing inventory audits.
• Strong customer service, organizational, and documentation skills.

Preferred Qualifications

• Experience with asset management platforms such as:
• ServiceNow Asset Management
• Lansweeper
• ManageEngine
• Ivanti
• Freshservice
• Experience supporting Microsoft Intune, SCCM/MECM, or other endpoint management tools.
• Knowledge of software licensing and asset compliance practices.
• CompTIA A+, Network+, Microsoft, or ITIL certifications.
• Experience supporting hybrid and remote workforce environments.
• Basic PowerShell scripting experience.

Technical Environment

• Windows 10/11
• Microsoft 365
• Active Directory
• Azure AD / Entra ID
• Microsoft Intune
• SCCM/MECM
• ServiceNow
• Lansweeper
• PowerShell
• VPN Technologies
• Teams
• Zoom
• Endpoint Management Solutions

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