Desktop Support Analyst II
$62,400–$62,400 year
On-siteTucson, Arizona, United States
Job Summary
Provide advanced technical support for desktops, laptops, mobile devices, and peripherals by analyzing complex user incidents and resolving service requests. Install, deploy, and maintain hardware and software systems while troubleshooting issues via in-person, phone, or chat support. Manage tickets using internal systems to meet SLAs, perform security patches and application upgrades, and conduct root cause analysis for recurring problems. Order hardware parts for maintenance, create knowledge base documentation, and mentor Level I and Associate Desktop Support Analysts. Collaborate with third-party vendors and participate in continuous improvement initiatives. This role supports reliable IT operations within a team guided by a L.O.V.E. philosophy, offering growth opportunities and certifications.
Required Qualifications
- Bachelor's degree in Computer Science, IT, or related field
- 4+ years of equivalent work experience
- A+ Certification
- Valid driver's license with acceptable driving record
- Ability to pass a background check prior to hire
- Highly detail-oriented with strong organizational skills
- Ability to prioritize tasks and meet deadlines in a fast-paced environment
- Collaborative team player with sound judgment
Desired Qualifications
- Network+ Certification
- Prior experience as a Desktop Support Analyst I
- Experience supporting mobile devices
- Experience with Microsoft O365 Suite and SharePoint
- Familiarity with Active Directory and user support
- Knowledge of ITIL or change management practices
- Ability to perform root cause analysis (RCA)
- Proficiency with ticketing systems and incident tracking
- Excellent written and verbal communication skills
- Strong customer service mindset
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