Desktop Support Analyst

Support the DES IT Infrastructure team by delivering Tier 2 desktop and endpoint support for Windows users, devices, and enterprise systems.

Responsibilities

• Deliver Tier 2 support by installing, configuring, maintaining, and troubleshooting desktop computers, laptops, printers, monitors, peripherals, and other network-connected equipment.
• Handle complex incidents and service requests using the agency ticketing system by diagnosing hardware, software, operating system, application, and network connectivity issues, then applying appropriate fixes.
• Provide Tier 2 support for Microsoft Windows environments, including Microsoft 365, Active Directory accounts, network resources, and enterprise technologies.
• Support user account management, workstation configuration, software installation, patching, and updates across enterprise systems.
• Coordinate with IT teams, vendors, management, and agency users to diagnose issues, implement solutions, and escalate to Tier 3 when advanced or unresolved.
• Document troubleshooting steps, resolutions, system changes, and support procedures while identifying opportunities for process improvement, automation, and better customer service.
• Maintain accurate IT asset inventories, equipment records, and related technical documentation to support asset management and operational continuity.
• Spot recurring technical problems and recommend technical modifications, preventive solutions, and service improvements.
• Work independently to manage competing priorities, take initiative in resolving problems, and support or lead technical implementations and projects with minimal supervision.
• Evaluate and apply knowledge to new and emerging technologies, tools, assignments, and business requirements.
• Perform additional duties as assigned.

Requirements

• Management preference for proven experience delivering Tier 2 technical support in Windows 11 environments, independently troubleshooting routine and non-routine issues across hardware, software, OS, applications, printers, and network connectivity.
• Hands-on experience administering and supporting enterprise technologies including: Windows 11 OS, Active Directory (AD), DNS, File and Print Services, Microsoft 365, and endpoint management and security technologies.
• Technical proficiency with endpoint management, imaging, deployment, security, and automation tools, including Microsoft Endpoint Configuration Manager (MECM), BitLocker, Tanium, and PowerShell.
• Proven experience consulting with agency users, IT professionals, vendors, and other stakeholders to diagnose and resolve technical problems.

Technologies

• Windows desktop environment
• Microsoft Windows operating systems
• Microsoft 365 applications
• Active Directory
• Microsoft Endpoint Configuration Manager (MECM)
• BitLocker
• Tanium
• PowerShell
• Windows 11
• Domain Name System (DNS)
• File and Print Services
• Microsoft Endpoint Configuration Manager

Benefits

• State Benefits
• Health insurance
• Retirement
• 12 annual paid holidays and monthly accrual of vacation and sick leave
• North Carolina State Health Plan administered by Aetna
• Supplemental benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental, and Vision
• NC State Retirement (TSERS), 401(k), and 457 savings plans
• WeSave employee discounts
• Eligibility for the Public Service Loan Forgiveness Program

Minimum Education and Experience

• Bachelor’s degree in computer science or an IT related field (appropriately accredited) plus one year of IT experience related to the role; or
• Associate degree in computer science or an IT related field (appropriately accredited) plus two years of IT experience related to the role; or
• High school or GED plus four years of technology-related experience; or
• An equivalent combination of education and experience.

Location: Wake County, NC (hybrid)

Salary: USD 65,607 - 67,340 per year

Recruiter: Melissa Link

Recruiter Email: [email protected]