Senior Desktop Support Analyst

Responsibilities

• Provide Tier 2/Tier 3 technical support for employees across macOS and Windows environments
• Diagnose and resolve complex hardware, operating system, application, network connectivity, authentication, and peripheral issues
• Serve as an escalation point for difficult or high-impact support incidents
• Support employees through onboarding, role changes, hardware replacements, and offboarding
• Configure, deploy, troubleshoot, and maintain laptops, desktops, mobile devices, peripherals, and workplace technology
• Administer Jamf for macOS device management and Microsoft Intune for Windows and mobile device management
• Maintain endpoint configuration, compliance, security, software deployment, inventory, and asset tracking
• Administer and support Okta for identity and access management, including SSO, MFA, provisioning, deprovisioning, groups, and access changes
• Use Jira Service Management to manage incidents, requests, problems, workflows, documentation, reporting, and automation
• Administer and troubleshoot Google Workspace, Slack, Okta, and other enterprise SaaS applications
• Follow endpoint, account, encryption, patching, antivirus/EDR, device management, and security standards
• Assist Security teams with endpoint investigations, remediation, and access-related incidents
• Create technical documentation, troubleshooting procedures, knowledge-base articles, and standard operating procedures
• Identify recurring problems and recommend scalable solutions, automation, and process improvements
• Participate in IT projects, application rollouts, migrations, endpoint initiatives, and technology improvements
• Mentor junior support team members and promote consistent troubleshooting practices
• Enable responsible use of AI tools and support AI infrastructure and integrations, including MCP servers, API gateways, APIs, authentication, and enterprise integrations

Requirements

• 7+ years of professional IT experience, with significant experience in desktop support, help desk, endpoint engineering, systems administration, or a similar technical support role
• 5+ years of hands-on experience with Jira Service Management
• 5+ years of hands-on experience with Jamf/Jamf Pro
• 5+ years of hands-on experience with Microsoft Intune
• 5+ years of experience administering or supporting Slack in an enterprise environment
• 5+ years of experience administering or supporting Google Workspace
• Advanced troubleshooting experience with macOS and Windows
• Strong understanding of endpoint management, MDM concepts, software deployment, patch management, and device security
• Strong understanding of identity and access management concepts, including SSO, MFA, user provisioning, and role/group-based access
• Experience troubleshooting networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and common connectivity issues
• Experience supporting remote and geographically distributed employees
• Strong written and verbal communication skills
• Ability to explain technical concepts clearly to non-technical employees
• Demonstrated ability to independently investigate and resolve complex technical issues
• Strong organizational skills with the ability to prioritize multiple incidents, requests, and projects

Core Competencies

Demonstrates extensive experience in providing Tier 2/Tier 3 technical support across macOS and Windows environments, with a strong focus on endpoint management, identity and access management, and troubleshooting complex technical issues. Proficient in using tools like Jira Service Management, Jamf, and Microsoft Intune to enhance operational efficiency and support enterprise-level applications.

Highest-signal resume keywords

• Tier 2/Tier 3 Technical Support
• Jira Service Management
• Jamf/Jamf Pro
• Microsoft Intune
• Identity and Access Management

Hard Skills

• Advanced Troubleshooting
• Endpoint Management
• MDM Concepts
• Software Deployment
• Patch Management
• Device Security
• Networking Fundamentals
• TCP/IP
• DNS
• DHCP

Soft Skills

• Strong Written Communication
• Strong Verbal Communication
• Organizational Skills
• Problem-Solving Skills
• Mentoring

Industry Keywords

• Technical Support
• Help Desk
• Endpoint Engineering
• Systems Administration
• Remote Support

Tools & Technologies

• Google Workspace
• Slack
• Okta
• MCP Servers
• API Gateways