Desktop Support Analyst

Based in Columbia, SC onsite, the Desktop Support Analyst on the IT Infrastructure team provides hands-on end-user hardware, software, and systems support with a focus on endpoint deployment, identity management, and proactive issue resolution; the role offers a salary range of USD 50,000 - 60,000 per year.

Responsibilities

• Endpoint deployment and lifecycle management: image, configure, package, and deploy workstations and laptops for new hires and refresh cycles, on-site and remote.
• Maintain an accurate hardware asset inventory including laptops, workstations, docking stations, headsets, power supplies, and peripherals.
• Support onboarding, transfers, leaves of absence, and terminations.
• Break/fix: diagnose and resolve hardware, software, printer, and conference room technology issues in person.
• Remote support: diagnose and resolve hardware, software, printer, and conference room technology issues via remote tools (TeamViewer).
• Patch management and application deployment: manage and execute endpoint patching and software deployment using WSUS, Intune, and PDQ Deploy.
• Application deployment: deploy and maintain applications including Microsoft 365 (including Visio), FACS Workstation, CT Term, Filebound, LiveVox, Outlook/Exchange, and CrowdStrike.
• Identity and access management (on-prem): administer Active Directory users, security groups, distribution groups, and Group Policy; perform password resets and account management.
• Cloud identity: manage cloud identity via Microsoft 365 Admin Center, Exchange Online, and Teams Admin.
• Mobile device management: enroll, configure, and support mobile devices through Microsoft Intune MDM/MAM.
• Printer and peripheral management: maintain the printer fleet, coordinate consumables with Loffler, and handle spent toner cartridges appropriately.
• Ticketing and queue management: monitor, triage, and resolve tickets in the ServiceNow queue with timely updates and follow-up communication.
• Security and compliance: conduct regular CrowdStrike Falcon reviews and escalate security findings as needed.
• Documentation and knowledge sharing: create and maintain technical documentation, work instructions, and knowledge base articles.
• Continuous improvement: identify opportunities for process improvement, automation, and workflow optimization.

Requirements

• Two or more years of experience in desktop support, helpdesk, or IT support in a professional environment.
• Hands-on experience with Windows 10/11 endpoint management, configuration, and troubleshooting.
• Working knowledge of Active Directory, Group Policy, Exchange (on-prem and online), and Microsoft 365 administration.
• Experience with MDM platforms such as Microsoft Intune.
• Familiarity with patch management tools (WSUS, PDQ Deploy) and software deployment best practices.
• Experience with remote support tools such as TeamViewer or equivalent.
• Exposure to ITSM and ticketing platforms; ServiceNow experience preferred.
• Familiarity with endpoint security tools; CrowdStrike experience a plus.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service orientation with a patient, professional, solution-focused approach.
• Highly organized with strong attention to detail; able to manage multiple priorities in a fast-paced environment.
• Self-motivated, accountable, and a collaborative team player.

Technologies

• TeamViewer
• WSUS
• Intune
• PDQ Deploy
• Microsoft 365
• Visio
• FACS Workstation
• CT Term
• Filebound
• LiveVox
• Outlook
• Exchange Online
• CrowdStrike
• Active Directory
• Group Policy
• Microsoft 365 Admin Center
• Teams Admin
• Intune MDM/MAM
• ServiceNow
• Windows 10/11
• Exchange (on-prem)

Benefits

• Bonus eligible