Sr Desktop Support Analyst

What You’ll Do:

Desktop & End-User Support

• 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 the complete technology lifecycle, including onboarding, role changes, hardware replacements, and offboarding.
• Configure, deploy, troubleshoot, and maintain laptops, desktops, mobile devices, peripherals, and related workplace technology.
• Provide remote support to employees across geographically distributed locations.
• Maintain a high level of professionalism and customer service while communicating technical information to both technical and non-technical users.

Endpoint Management

• Administer and support Jamf for macOS device management, including enrollment, policies, profiles, software deployment, patching, and troubleshooting.
• Administer and support Microsoft Intune for Windows and mobile device management.
• Maintain endpoint configuration, compliance, security, and software deployment standards.
• Troubleshoot device enrollment, configuration profile, application deployment, encryption, and compliance issues.
• Assist with endpoint lifecycle management, inventory, refresh planning, and asset tracking.
• Identify opportunities to automate repetitive endpoint management and support activities.

Identity & Access Management

• Administer and support Okta for identity and access management.
• Troubleshoot SSO, MFA, authentication, application assignment, and account provisioning issues.
• Support user provisioning, deprovisioning, group management, and access changes.
• Assist with maintaining role-based access and least-privilege practices.
• Work with Security and other technical teams to investigate authentication and access-related incidents.

IT Service Management

• Use Jira Service Management (JSM) to manage incidents, service requests, problems, and related IT workflows.
• Maintain accurate, detailed, and timely documentation within support tickets.
• Prioritize and manage tickets based on business impact, urgency, and established service-level expectations.
• Identify recurring issues and recommend permanent solutions or process improvements.
• Help develop and improve JSM workflows, queues, request types, knowledge articles, automation, and reporting.
• Monitor support trends and contribute to improvements in service quality and employee experience.

SaaS & Collaboration Platforms

• Administer, support, and troubleshoot core workplace applications, including:
  • Google Workspace – Gmail, Drive, Calendar, Meet, Groups, and related administrative functions.
  • Slack – user administration, workspace support, application integrations, and troubleshooting.
  • Okta – authentication, SSO, MFA, application access, and lifecycle management.
  • Other enterprise SaaS applications used throughout the organization.

Security & Compliance

• Follow established security standards when configuring and supporting endpoints and user accounts.
• Ensure endpoints meet organizational requirements for encryption, patching, antivirus/EDR, device management, and other security controls.
• Assist Security teams with endpoint investigations, remediation, and access-related incidents.
• Recognize potential security incidents and escalate them according to established procedures.
• Protect confidential company and employee information while performing administrative duties.

Documentation & Continuous Improvement

• Create and maintain technical documentation, troubleshooting procedures, knowledge-base articles, and standard operating procedures.
• Identify recurring support problems and develop scalable solutions.
• Recommend automation and process improvements that reduce manual work and improve the employee experience.
• Participate in IT projects, application rollouts, migrations, endpoint initiatives, and other technology improvements.
• Mentor and provide technical guidance to junior members of the support team.
• Share knowledge and promote consistent troubleshooting and support practices across the team.

AI Enablement & Integration

• Enable employees to effectively and responsibly leverage AI tools in their day-to-day work, helping identify and implement AI-assisted workflows that improve productivity and efficiency.
• Support and administer AI-related infrastructure and integrations, including MCP servers, API gateways, APIs, authentication, and enterprise application integrations.
• Partner with Security, Engineering, and business teams to ensure AI tools and integrations follow appropriate security, access-control, privacy, and data-governance standards.
• Identify opportunities to leverage AI and automation within IT operations, including support, knowledge management, troubleshooting, and repetitive administrative workflows.

The Right Fit:

• 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.

Bonus Points For:

• Experience working in a cloud-first or SaaS-focused organization.
• Experience supporting predominantly macOS environments.
• Experience with Apple Business Manager and automated device enrollment.
• Experience with endpoint security, EDR, vulnerability management, or compliance tools.
• Experience with IT asset management and hardware lifecycle processes.
• Experience developing automation using APIs, scripting, or workflow automation tools.
• Working knowledge of Bash, PowerShell, Python, or similar scripting technologies.
• Experience integrating SaaS applications with Okta and troubleshooting SAML/OIDC authentication.
• Relevant technical certifications such as Jamf, Microsoft, Okta, CompTIA, Apple, or ITIL certifications.