Technical education or equivalent experience in IT or related field.
Proven troubleshooting skills for hardware, software, and OS issues.
Experience with Dell and/or HP laptop environments.
Strong customer service and stakeholder management abilities.
Knowledge of desktop OS, hardware, software deployment, and antivirus solutions.
Understanding of PCI and SOC compliance standards.
Advanced experience with Windows OS and basic Linux knowledge.
Experience with remote technical support tools.
Responsibilities
Diagnose and resolve hardware and software issues for desktops and laptops.
Install, configure, and update desktop operating systems and applications.
Provide front-line support to end-users via multiple channels.
Conduct routine maintenance and repairs on desktop hardware.
Assist users with software-related problems and enhance productivity.
Implement security protocols to protect desktop environments.
Maintain accurate records of support activities and system configurations.
Benefits
Opportunity to solve complex problems that improve lives globally.
Career growth and stability within a global organization.
Full benefits package including unlimited paid time off and 401(k).
No-cost medical insurance option for employees and dependents.
Engage in innovative mobility solutions.
Full Job Description
The Desktop Support II Analyst will be responsible for delivering seamless technical support to end users by diagnosing and resolving hardware and software issues. This includes installing, configuring, and maintaining desktop systems, while ensuring compliance with security standards and providing user training and guidance. The Desktop Support II Analyst will also collaborate with other IT teams, manage IT asset inventory, and stay current with emerging technologies and industry trends, ultimately contributing to the effectiveness of IT operations, project success, and overall user satisfaction.
How You'll Make an Impact
Diagnose and resolve hardware and software issues related to desktops, laptops, and peripherals in a timely and efficient manner.
Install, configure, and update desktop operating systems, applications, and drivers to ensure optimal performance and security.
Provide front-line support to end-users, addressing inquiries and incidents through various channels, including in-person, phone, email, and remote assistance.
Conduct routine maintenance, upgrades, and repairs on desktop hardware components, ensuring all equipment meets performance standards.
Assist users with software-related problems, offering guidance on application usage, troubleshooting errors, and providing solutions to enhance productivity.
Implement and enforce security protocols, including antivirus software, and system updates, to safeguard desktop environments against potential threats.
Maintain project compliance by completing reoccurring PCI and SOC audit tasks
Review weekly anit-virus compliance reports and remediate any issues
Maintain accurate records of support activities, including issue resolution steps, system configurations, and user instructions, to facilitate knowledge sharing and future reference.
Work closely with other IT teams and project personnel to escalate complex issues, participate in cross-functional projects, and contribute to the development of efficient IT processes.
Conduct training sessions for end-users on basic system functionalities, security best practices, and proper use of desktop equipment to enhance overall user proficiency.
Keep track of desktop hardware and software inventory, ensuring adequate stock levels and timely replacements to minimize downtime.
Utilize remote support tools to assist users in geographically dispersed locations, troubleshooting issues and providing solutions without physical presence.
Stay informed about emerging technologies, industry trends, and best practices in desktop support, and proactively recommend improvements to enhance overall IT infrastructure and user experience.
Perform other job duties as required.
What Makes You a Great Fit
Technical education and/or equivalent professional experience in Information Technology or a related field.
Proven ability to troubleshoot and resolve basic to advanced hardware, software, and operating system issues.
Experience supporting and maintaining Dell and/or HP laptop environments.
Strong customer service and stakeholder management skills, with the ability to build effective working relationships with end users.
Experience with the installation, configuration, maintenance, and support of desktop hardware and software.
Knowledge of desktop operating systems, system hardware, software deployment, and antivirus patching solutions, including tools such as McAfee, Microsoft Defender, or similar products.
Understanding of PCI and SOC compliance standards and their application within IT environments.
Advanced experience supporting Windows operating systems and working knowledge of Linux environments.
Experience with Trellix/McAfee or other endpoint protection and antivirus solutions.
Knowledge of ITIL processes, methodologies, and IT service management best practices.
Experience providing remote technical support using remote access and support tools.
Ability to set up, maintain, and support on-premises training and laboratory environments.
Ability to maintain accurate hardware and software asset inventory records.
Experience supporting on-site IT requirements for projects, including deployments, upgrades, troubleshooting, and operational support activities.
Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
What We Offer
The opportunity to solve complex problems that improve the daily lives of people around the world.
Career growth, stability, and the opportunity to develop within a global organization.
A competitive annual compensation range of $78,000 - $90,000, based on experience, skills, internal equity, and market data.
A full benefits package, including unlimited paid time off, 11 paid holidays, 401(k), a no-cost medical insurance option for employees and eligible dependents, and an FSA option.
Become part of our team and drive innovation in mobility.
A Note on How We Use AI: We believe hiring is a human decision. AI supports some of the operational side of our process (things like interview scheduling and coordination), but every step that matters is handled by a person. Your application will be read, your interviews will be conducted, and your offer will be made by humans who are genuinely invested in getting it right.
