Desktop Support Analyst (Mac & Windows Environment) - to $50 per hour

We are seeking a dedicated Desktop Support Analyst to provide hands-on technical support across a mixed Mac and Windows environment. This role will support end users through Tier 1–3 troubleshooting, device provisioning, and day-to-day IT operations, ensuring a seamless and high-quality user experience.

Key Responsibilities:

• Provide Tier 1–3 technical support for macOS and Windows systems, including laptops, desktops, and mobile devices (iOS/iPadOS)
• Troubleshoot hardware, software, network, and application issues both remotely and onsite
• Build, configure, and deploy Mac and PC devices according to company standards
• Support and manage MDM solutions (e.g., Kandji, Jamf, Meraki) for device provisioning and security
• Administer and support tools including O365, Active Directory/Entra, Slack, Zoom, and ticketing systems
• Provide support for Microsoft Copilot and related AI productivity tools, assisting users with setup, troubleshooting, and adoption
• Manage and resolve tickets through platforms such as Jira, ServiceNow, or similar, ensuring SLA adherence
• Support conference rooms, A/V systems, and office technology for meetings and events
• Maintain IT asset inventory and assist with hardware lifecycle management
• Collaborate with cross-functional IT teams to escalate and resolve complex issues
• Create documentation and provide user training to improve adoption and reduce support requests

Required Qualifications:

• Experience supporting both Mac and Windows environments (required)
• Strong troubleshooting skills across hardware, software, and networking (TCP/IP, DNS, DHCP)
• Experience with MDM tools (Kandji, Jamf, or similar)
• Familiarity with O365, Active Directory/Entra, and SaaS applications
• Experience supporting or learning AI tools such as Microsoft Copilot
• Experience with ticketing systems and IT workflows
• Strong communication and customer service skills