Senior IT Customer Support Analyst, Desktop Support
Core
Senior escalation point for complex desktop, endpoint, and end-user support issues, providing expert troubleshooting and technical leadership for Microsoft technologies and enterprise computing environments.
Role type
Senior IC desktop support analyst (Tier 2/3)
Builds
Enterprise desktop support services, VDI, remote access, and collaboration platforms for internal and external customers
Domain
IT Service Management / Enterprise Desktop Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Advanced troubleshooting (Windows, Microsoft 365, endpoints), Team leadership and mentoring, ITIL principles, Enterprise printing environment support, Apple macOS support, Network connectivity troubleshooting, Identity management (Entra ID, MFA, SSO)
Preferred skills
Cisco networking, Linux administration, SAP/Asset management platforms, Project leadership
Technologies
Microsoft 365, Microsoft Teams, Microsoft Entra ID, VDI, Cisco, Linux, SAP
Responsibilities
Act as senior escalation point for complex support issues; Deploy and configure laptops, desktops, mobile devices, and peripherals; Troubleshoot hardware, software, OS, and endpoint management issues; Support authentication technologies (MFA, smart cards, SSO); Lead workstation refresh programs and technology deployments; Mentor team members and drive continuous improvement; Monitor service performance and analyze support metrics; Participate in on-call support and major incident response
Seniority
Senior, hands-on IC with leadership responsibilities