Desktop Support Analyst, Tier 2/3 Onsite
Overview
You will own Tier 2/3 desktop support for a 5,000+ user campus, resolving Windows 10, Office 365, and Active Directory incidents with a SLA of 4 hours. You join a 12-person IT team supporting Citrix, VPN, and SCCM deployments. This role stands out for its federal contract requiring U.S. Citizenship and a Monday-Friday first shift.
What You'll Do6
- 1Resolve Windows 10 and Office 365 issues for 500+ tickets monthly, maintaining a 4-hour SLA.
- 2Troubleshoot Active Directory account locks and Exchange email problems, restoring access within the shift.
- 3Image and deploy Dell laptops using SCCM, ensuring 99% first-time success.
- 4Support Citrix and VPN connections for remote users, cutting login failures by 30%.
- 5Escalate complex server or network problems to Tier 3, documenting resolutions in ServiceNow.
- 6Train junior staff on Windows troubleshooting, reducing repeat tickets by 20%.
Requirements6
- 13+ years in desktop support, handling Tier 2/3 issues.
- 2CompTIA A+ certification required.
- 3Hands-on with Windows 10, Office 365, and Active Directory.
- 4Experience with SCCM for imaging and patch management.
- 5U.S. Citizenship required (federal contract).
- 6Onsite, Monday-Friday, first shift.
Salary Insight
$40 - $42k per year
Location
Required Skills
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