Desktop Support Analyst

Position Summary

We are seeking a Desktop Support Analyst to provide hands-on technical support in a fast-paced, professional environment. This person will work alongside an established desktop support team, taking ownership of day-to-day issues and helping resolve more complex incidents and escalations.

The ideal candidate has strong practical experience troubleshooting Windows 11 and Microsoft 365, particularly Outlook, Teams, and OneDrive. They should be able to investigate unfamiliar problems, explain their troubleshooting decisions, and work toward resolution with minimal guidance while providing responsive, professional service.

This is a full-time, onsite position in New York City.

Key Responsibilities

• Provide desk-side and remote technical support, including support for executives and other time-sensitive business needs
• Independently investigate and resolve Windows 10 and Windows 11 login, application, performance, and device issues
• Troubleshoot Microsoft 365 applications, particularly Outlook, Teams, and OneDrive, including application crashes, synchronization problems, and authentication issues
• Support the desktop team with complex incidents and escalations, using diagnostic tools, logs, technical documentation, and research to identify appropriate next steps
• Restore user productivity through appropriate workarounds while investigating the underlying issue
• Install, configure, deploy, and support desktops, laptops, printers, docking stations, and peripherals
• Resolve account, access, and permissions issues using Active Directory or Microsoft Entra ID
• Set up and troubleshoot endpoints using Microsoft Intune or a comparable management platform
• Investigate VPN, Wi-Fi, and network connectivity issues, coordinating with other technical teams when appropriate
• Manage incidents and service requests in ServiceNow or a comparable ticketing system, maintaining ownership through resolution
• Support onboarding, equipment replacements, system upgrades, and technology rollouts
• Document troubleshooting findings, actions taken, and resolutions
• Communicate clearly with users, set realistic expectations, and provide timely updates

Required Qualifications

• At least 3 years of hands-on desktop support or end-user IT support experience, including independently resolving issues beyond routine first-line support
• Strong practical experience troubleshooting Windows 11 in a business environment
• Hands-on experience diagnosing and resolving Microsoft 365 issues, especially Outlook, Teams, and OneDrive
• Ability to describe a structured troubleshooting process, interpret diagnostic findings, and determine logical next steps
• Ability to research unfamiliar errors and evaluate potential solutions rather than relying solely on scripted fixes
• Working knowledge of Active Directory or Microsoft Entra ID
• Familiarity with Microsoft Intune or a comparable endpoint management platform
• Experience using ServiceNow or a similar ticketing system
• Experience supporting laptops, desktops, printers, and peripherals
• Strong communication skills, sound prioritization, and a service-oriented approach
• Ability to work onsite in New York, NY, Monday through Friday

Preferred Qualifications

• Experience providing executive or VIP support
• Experience supporting financial-services or other demanding corporate environments
• Hands-on Intune experience with device enrollment, application deployment, or compliance troubleshooting
• Experience supporting SharePoint Online, mobile devices, and conference-room technology
• Familiarity with ITIL-based support processes

Position Details

Job Title: Desktop Support Analyst
Job Type: Full-time
Salary: $80,000 to $90,000 per year
Schedule: Monday through Friday, 40 hours per week
Work Location: Onsite in New York, NY