Desktop Support Analyst

What you'll do

Service Desk (L1/L2) 

Act as first and second line support for incidents and requests via ticketing system, chat, email, and walk-ups

Triage, diagnose, and resolve hardware/software issues; escalate to L3/vendors when needed

Own tickets end-to-end, meeting SLAs and maintaining clear communication with users

Create and maintain knowledge base articles, FAQs, and user guides

Support account lifecycle: onboarding, access provisioning, offboarding, permissions reviews

Set up and support conferencing tools, AV equipment, and meeting rooms

Provide remote support for distributed teams and home-office setups 

 Desktop/Endpoint Support 

Build, deploy, and maintain endpoints (Windows and macOS), including imaging and configuration

Administer MDM/endpoint management (DTC, Jamf) for policy, profiles, compliance, and patching

nstall and support core productivity suites (Microsoft 365), VPN, and collaboration tools

Manage endpoint security (EDR/antivirus, disk encryption, OS/app patching)

Support peripherals (printers, docks, webcams), mobile devices, and basic network connectivity

Maintain hardware inventory and asset lifecycle (purchase requests, tracking, RMA, disposal) 

Platform and identity 

Support identity and access management (AD/Microsoft Entra/Okta), MFA, and SSO apps 

Perform routine admin tasks in Microsoft 365 (Exchange, Teams, SharePoint) 

Assist with SaaS onboarding, license management, and application troubleshooting

Perform routine admin tasks in Microsoft 365 (Exchange, Teams, SharePoint)

Assist with SaaS onboarding, license management, and application troubleshooting

Operations and Process 

Contribute to ITIL-aligned processes: incident, request, problem, change, CMDB/asset

Document standards, runbooks, and diagrams for repeatable support

Collaborate with Security on compliance, endpoint posture, and awareness initiatives

Coordinate with vendors for escalations or repairs 

What It Takes:

2–5 years in Service Desk/Desktop Support or similar IT Engineering role
Strong troubleshooting across Windows 11 and macOS; iOS/Android a plus
Experience with ticketing systems (e.g., Freshdesk, Jira, ServiceNow) and remote support tools
Hands-on with MDM/endpoint management (DTC, Jamf, or similar) and endpoint security tools
Working knowledge of Microsoft 365 administration; basic Azure AD/Entra ID concepts (groups, MFA, SSO)
Understanding of networking fundamentals (TCP/IP, DHCP/DNS, VPN, Wi Fi)
Scripting/automation fundamentals (PowerShell, Bash) for routine tasks and reporting
Excellent customer service, communication, and documentation skills; able to translate tech for non-technical users
Organized, proactive, comfortable prioritizing in a fast-paced environment
English proficiency; additional local language(s) preferred: German, French, Dutch, Italian
Excellent communication and collaboration skills  
Nice to have
Associate’s Degree in Information Technology 
ITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified, or JAMF certifications
Experience with Okta, Teams, 8x8 and AV ecosystems
Exposure to compliance frameworks (ISO 27001, SOC 2) and device hardening standards
SLA attainment and first-contact resolution rate
CSAT/user satisfaction scores
Endpoint compliance and patch currency
Excellent interpersonal and customer-facing skills
Analytical problem solver with attention to detail
Able to work independently and as part of a team
Comfortable working under SLA pressure and handling escalations calmly
Willingness to occasionally travel between sites and perform some manual handling (lifting hardware) 

What's In It For You:

Part of our incredible journey is clearly down to our amazing team, and we strongly believe in giving people a space to truly, authentically be themselves. We also believe that treating our employees well and sprinkling a great place to work with some nice perks can make work a little sweeter.
Annual company bonus. We celebrate success together! Employees are not only rewarded for their achievements but also for contributing to the overall success of the business.
Wellness and well-being with access to OpenUp psychologists, practice mindfulness with Headspace and tons more.
Doggo-friendly office. We are big pet lovers and fully encourage hanging out with your (and your colleagues’) furry friends in the office
Daily Lunch and snacks are provided in the office; it's a moment for our teams to connect and recharge. Shared meals strengthen our bonds and fuel collaboration.
We offer learning and development days to be used for training or on volunteering, money to spend on learning courses, events, trainings, Access to our in-house LEARN platform with diverse courses, training, and workshops, In-house 3D Printing and much more!
Follow us on Instagram to see what Life at Protolabs is all about!