Desktop Support Analyst

Position Overview

We are seeking a Desktop Support Technician to join our IT End User Computing team and provide hands-on support for a large enterprise environment supporting more than 18,000 employees across 300+ locations nationwide. This role is responsible for PC deployment, imaging, hardware and software support, troubleshooting, device lifecycle management, and customer support.

The ideal candidate will have experience supporting Windows-based environments, strong troubleshooting skills, and a customer-focused mindset. This position offers the opportunity to work with modern endpoint management tools, Windows 11 deployments, and enterprise IT technologies.

Key Responsibilities

• Provide desktop support for a large-scale Windows environment with over 7,000 managed devices.
• Perform installation, configuration, imaging, deployment, and replacement of desktop and laptop systems.
• Stage and configure new PCs and printers for corporate users and remote field locations.
• Support Windows 11 deployment initiatives, including device preparation, migration, and end-user support.
• Troubleshoot hardware, software, operating system, networking, VPN, and peripheral device issues.
• Manage break/fix activities and coordinate hardware replacement efforts as needed.
• Utilize ServiceNow to manage incidents, service requests, and asset tracking.
• Provide remote support using tools such as Bomgar or similar remote management solutions.
• Assist with Microsoft 365 (O365) troubleshooting and user support.
• Support Active Directory account administration, authentication, and access-related issues.
• Troubleshoot VPN connectivity and multi-factor authentication (MFA) issues, including Cisco security solutions.
• Leverage endpoint management and deployment tools such as IBM BigFix, Clonezilla, or similar technologies.
• Create and maintain scripts, particularly PowerShell scripts, to automate administrative and support functions.
• Document technical procedures, troubleshooting steps, and resolutions.
• Deliver exceptional customer service while supporting users across corporate offices and remote field locations.

Required Qualifications

• Experience providing desktop or PC support in a Windows environment.
• Knowledge of Windows operating systems and desktop hardware troubleshooting.
• Experience imaging, staging, deploying, and supporting desktop and laptop devices.
• Familiarity with Microsoft 365 (O365) and enterprise productivity tools.
• Experience using IT ticketing systems such as ServiceNow.
• Working knowledge of VPN technologies and multi-factor authentication solutions.
• Strong troubleshooting, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to support a large, geographically distributed user base.

Preferred Qualifications

• Experience with PowerShell scripting or other automation tools.
• Familiarity with Clonezilla, IBM BigFix, or similar endpoint management platforms.
• Experience using Bomgar or other remote support tools.
• Knowledge of Active Directory administration.
• Experience supporting Windows 11 deployments.
• Industry certifications such as:
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+

Ideal Candidate

• Hands-on desktop support professional with strong Windows troubleshooting experience.
• Comfortable managing device deployments, upgrades, and break/fix support in an enterprise environment.
• Customer-focused individual who thrives in a fast-paced support organization.
• Strong communicator capable of supporting employees across multiple locations and business units.

Technologies Supported:

• Windows 10/11
• Microsoft 365 (O365)
• ServiceNow
• PowerShell
• Active Directory
• Cisco VPN & MFA
• Bomgar (or equivalent remote support tools)
• IBM BigFix
• Clonezilla
• Printers and Peripheral Devices

Job Type & Location

This is a Contract to Hire position based out of Knoxville, TN.

The pay range for this position is $25.00 - $27.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available •