Desktop Support Analyst – Tier 2 (Onsite)

About the role

We are looking for a qualified Analyst II to provide Tier 2 desktop support for our internal employees and contingent workers. The role is fully on‑site, requiring you to work from our corporate office five days a week.

Key responsibilities

• Provide Tier 2 support for laptops, desktops, printers, MFPs and wireless devices.
• Respond to incidents and service requests via the ticketing system, meeting SLA targets.
• Deploy, configure, troubleshoot and re‑image Windows and macOS devices, including Microsoft Office and browsers.
• Configure VPN clients, support remote users and perform Move‑Add‑Change (MAC) tasks.
• Maintain ITIL change‑incident‑problem processes and create knowledge‑base articles.
• Partner with Active Directory, Messaging, Network, Engineering, Security, Service Desk and vendors.
• Conduct asset inventory and provide high‑touch customer service to all business units.

Required profile

• Minimum 2 years of technical support experience, including Windows environments.
• Ability to work on‑site full‑time with minimal supervision.
• Strong customer‑service orientation and problem‑solving mindset.

Required skills

• Windows operating systems
• macOS
• Microsoft Office suite
• VPN client configuration
• Hardware troubleshooting (laptops, desktops, printers, MFPs)
• Ticketing systems
• ITIL incident and change management
• Active Directory basics