Desktop Support Analyst

Who you are

• 2–5 years in Service Desk/Desktop Support or similar IT Engineering role
• Strong troubleshooting across Windows 11 and macOS; iOS/Android a plus
• Experience with ticketing systems (e.g., Freshdesk, Jira, ServiceNow) and remote support tools
• Hands-on with MDM/endpoint management (DTC, Jamf, or similar) and endpoint security tools
• Working knowledge of Microsoft 365 administration; basic Azure AD/Entra ID concepts (groups, MFA, SSO)
• Understanding of networking fundamentals (TCP/IP, DHCP/DNS, VPN, Wi Fi)
• Scripting/automation fundamentals (PowerShell, Bash) for routine tasks and reporting
• Excellent customer service, communication, and documentation skills; able to translate tech for non-technical users
• Organized, proactive, comfortable prioritizing in a fast-paced environment
• English proficiency; additional local language(s) preferred: German, French, Dutch, Italian
• Excellent communication and collaboration skills
• Associate’s Degree in Information Technology
• ITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified, or JAMF certifications
• Experience with Okta, Teams, 8x8 and AV ecosystems
• Exposure to compliance frameworks (ISO 27001, SOC 2) and device hardening standards
• SLA attainment and first-contact resolution rate
• CSAT/user satisfaction scores
• Endpoint compliance and patch currency
• Excellent interpersonal and customer-facing skills
• Analytical problem solver with attention to detail
• Able to work independently and as part of a team
• Comfortable working under SLA pressure and handling escalations calmly
• Willingness to occasionally travel between sites and perform some manual handling (lifting hardware)
• Do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply!  You can help make our company even better

What the job involves

• The Desktop Support Analyst is the face of IT for our employees—resolving tickets, supporting endpoints (Windows/macOS), managing user onboarding/offboarding, and keeping our core workplace tech running smoothly
• This role combines Service Desk (L1/L2) responsibilities with onsite and remote Desktop Support
• Service Desk (L1/L2):
• Act as first and second line support for incidents and requests via ticketing system, chat, email, and walk-ups
• Triage, diagnose, and resolve hardware/software issues; escalate to L3/vendors when needed
• Own tickets end-to-end, meeting SLAs and maintaining clear communication with users
• Create and maintain knowledge base articles, FAQs, and user guides
• Support account lifecycle: onboarding, access provisioning, offboarding, permissions reviews
• Set up and support conferencing tools, AV equipment, and meeting rooms
• Provide remote support for distributed teams and home-office setups
• Desktop/Endpoint Support:
• Build, deploy, and maintain endpoints (Windows and macOS), including imaging and configuration
• Administer MDM/endpoint management (DTC, Jamf) for policy, profiles, compliance, and patching
• Nstall and support core productivity suites (Microsoft 365), VPN, and collaboration tools
• Manage endpoint security (EDR/antivirus, disk encryption, OS/app patching)
• Support peripherals (printers, docks, webcams), mobile devices, and basic network connectivity
• Maintain hardware inventory and asset lifecycle (purchase requests, tracking, RMA, disposal)
• Platform and identity:
• Support identity and access management (AD/Microsoft Entra/Okta), MFA, and SSO apps
• Perform routine admin tasks in Microsoft 365 (Exchange, Teams, SharePoint)
• Assist with SaaS onboarding, license management, and application troubleshooting
• Operations and Process:
• Contribute to ITIL-aligned processes: incident, request, problem, change, CMDB/asset
• Document standards, runbooks, and diagrams for repeatable support
• Collaborate with Security on compliance, endpoint posture, and awareness initiatives
• Coordinate with vendors for escalations or repairs