IT Desktop Support Analyst, Robert Half

IT Desktop Support Analyst

Robert Half

Location:

United States, Troy

Category:

IT - Administration

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

We are seeking a dedicated and skilled IT Desktop Support Analyst to join our Level-2 support team in Troy, Michigan. The ideal candidate will have a strong background in providing hardware and software support for both MAC and PC environments. Experience in utilizing and supporting SCCM, JAMF, Office 365, and Adobe applications is essential. Additionally, the candidate should have experience in asset inventory management, achieving SLA and project targets, and supporting AI integrations with office products. This position reports to the US Service Desk Associate Director.

Job Responsibility:

Deliver a high level of customer satisfaction by prioritizing user needs, effectively communicating issues, and providing timely resolutions or escalations
Evaluate and manage various end-user issues, escalating to management when necessary
Work closely with other IT teams and management to ensure efficient feedback, escalation, and resolution of end-user issues, fostering strong customer relationships
Provide comprehensive desktop support for MAC and PC users, including troubleshooting hardware and software issues
Assist end users with network connectivity from home and office, support printers, corporate email, handheld devices, scanners, and various software applications
Administer and troubleshoot Office 365 applications, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive
Provide support for Adobe Creative Cloud applications, including installation, authentication, and access troubleshooting
Utilize SCCM and JAMF for efficient software deployment and management
Track and maintain hardware and software assets using corporate ITAM tools, JAMF, SCCM, and Power BI
Assist with end-user issues and support AI tools integrated with office products
Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and system configurations
Achieve and maintain a monthly SLA target of 93% for incidents and 84% for service request tasks throughout the year
Configure and troubleshoot email clients such as Microsoft Outlook and support Android/iPhone devices
Lead and supervise IT projects as assigned by the Regional Manager
Document and update desktop support processes to enhance efficiency
Possess in-depth knowledge of Azure AD and On-Prem AD administration
Familiarity with anti-virus/malware protection and login script management
Identify software, network, and hardware malfunctions and take appropriate action to resolve issues

Requirements:

Minimum of 5 years of experience in desktop support or a similar role
Degree in Information Technology, Computer Science, or a related field
Relevant certifications (e.g., Microsoft, Apple, CompTIA A+) are a plus
Strong knowledge of PC/MAC OS, hardware and software troubleshooting
Proficiency in SCCM, JAMF, Office 365, and Adobe Creative Cloud
Familiarity with ServiceNow or comparable ticketing and asset management tools
Experience in asset tracking and general inventory management
Familiarity with AI-supported office tools

Nice to have:

Relevant certifications (e.g., Microsoft, Apple, CompTIA A+)
Familiarity with AI-supported office tools

What we offer:

Medical, vision, dental, and life and disability insurance
Eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:

March 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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