Desktop Support Analyst Tier 2

Desktop Support Analyst Tier 2

We are looking for a skilled Desktop Support Analyst Tier 2 to join our team on a long-term contract basis in Johnston, Iowa. In this role, you will be the primary onsite IT resource, offering hands-on technical support to ensure smooth operations for end users. This position requires a proactive and customer-focused individual who is detail oriented, dedicated to resolving technical issues efficiently and maintaining a high level of service.

Responsibilities:

• Provide direct technical assistance to end users, troubleshooting hardware and software issues effectively.
• Manage and resolve support tickets using ServiceNow or similar platforms.
• Perform desk-side support for hardware such as laptops, monitors, and batteries.
• Set up and maintain conference room equipment to ensure functionality during meetings.
• Prepare and image devices for onboarding new employees or supporting existing staff.
• Escalate complex technical problems to appropriate teams following established protocols.
• Develop and maintain knowledge base articles to streamline future troubleshooting efforts.
• Conduct inventory management and IT audits to comply with federal and state regulations.
• Coordinate with vendors to ensure timely delivery and support of IT equipment.
• Document support activities thoroughly to provide clear records of issue resolution.

Requirements:

• Minimum of 5 years of experience in Tier 2 or Tier 3 troubleshooting roles.
• Proficiency with desktop hardware, including laptops, monitors, and imaging processes.
• Familiarity with Active Directory, Windows 10, and Intune for device management.
• Experience with onboarding and offboarding processes in a Microsoft environment.
• Basic knowledge of Azure AD and Autopilot, with advanced expertise considered a plus.
• Strong written communication skills for documenting ticket details and resolutions.
• Ability to manage IT inventory and conduct audits to ensure compliance.
• Excellent customer service skills with a proactive approach to resolving technical issues.