Desktop Support Analyst Level 2-3

We are seeking a highly skilled Consulting Desktop Engineer with deep

experience in Managed Services (MSP) environments and enterprise endpoint

operations. This role is responsible for delivering standardized, scalable, and

compliant end-user computing services across device provisioning, endpoint

configuration, software enablement, security compliance, and lifecycle support.

The ideal candidate brings strong technical expertise in Windows and macOS

environments, a consulting mindset, and the ability to operate within defined

service catalogs, SLAs, and client-facing engagements. This role blends hands-

on engineering with advisory capabilities to improve endpoint service delivery

and user experience.

Key Responsibilities

Device Provisioning & Hardware Services

? Provision and deploy standardized endpoint devices for new hires, role

changes, and refresh programs.

? Configure endpoints using approved provisioning workflows, software

bundles, and security baselines.

? Deploy and support desktop peripherals (monitors, docking stations, input

devices).

? Perform Tier 1-2 hardware diagnostics and coordinate OEM warranty

repairs or replacements.

? Execute device swaps, redeployments, and returns aligned to lifecycle

processes.

? Maintain loaner device inventory and support continuity during repair or

replacement events.

? Capture and update asset assignment and status during provisioning and

repair activities.

Endpoint Configuration & Operating Environment

? Build and configure endpoints aligned with Standard Operating

Environment (SOE) requirements.

? Support user workspace setup including multi-monitor configurations and

ergonomic setups.

? Assist users with profile, data, and settings migration during hardware

changes.

? Perform office moves, workstation setups, and endpoint reinstallation

activities.

? Troubleshoot and remediate configuration drift from approved baseline

standards.

Software & Application Enablement

? Deploy approved applications to Windows and macOS endpoints using

enterprise tools.

? Fulfill software installation requests including license validation and

compliance checks.

? Troubleshoot application issues including performance degradation and

misconfiguration.

? Support application readiness during OS upgrades, device refreshes, and

migrations.

Endpoint Security & Patch Compliance

? Deploy and manage OS security patches and updates per defined

patching standards.

? Monitor patch compliance and remediate failed or non-compliant

endpoints.

? Troubleshoot patch-related issues including failed installs and update

conflicts.

? Escalate patch exceptions following security governance processes.

Incident Resolution & Advanced Support (MSP Tier 2)

? Provide remote and desk-side support for hardware, software, and

connectivity issues.

? Resolve endpoint performance issues, login failures, and configuration

issues.

? Escalate complex or unresolved issues to Tier 3 support teams.

? Document incidents, resolutions, and recurring issues in knowledge

systems.

Meeting & Collaboration Support (Endpoint & Peripheral Scope)

? Provide endpoint support for meetings requiring device or peripheral

configuration.

? Troubleshoot Microsoft Teams, Zoom, and Webex issues on endpoints.

Printer & Printing Support Services (Endpoint Integration)

? Assist users with printer connectivity and troubleshooting endpoint-side

print issues.

? Install and maintain approved print drivers and configurations.

Endpoint Lifecycle & Asset Management Support (Assist Only)

? Support hardware refresh and replacement activities.

? Validate asset details during provisioning, repair, and return events.

? Update asset records for assignment, location, and status changes.

Technical Leadership & Continuous Improvement

? Act as an escalation point for advanced endpoint issues.

? Identify recurring issues and contribute to root cause analysis.

? Drive improvements in provisioning, deployment, and support processes.

? Support automation initiatives and standardized service delivery

improvements.

? Maintain documentation, runbooks, and knowledge articles.

Required Qualifications

? 7-10 years of enterprise Desktop Support / End User Computing

experience.

? Strong experience in Managed Services (MSP) or consulting

environments.

? Advanced knowledge of Windows 10/11 and macOS.

? Experience with Microsoft 365 and enterprise applications.

? Hands-on experience with endpoint provisioning and software deployment

tools.

? Experience with ITSM platforms (ServiceNow preferred).

? Strong understanding of ITIL processes.

? Familiarity with endpoint lifecycle services and asset handling procedures.

Preferred Qualifications

? Experience supporting distributed workforce environments.

? Familiarity with IT Asset Management processes.

? Experience with PowerShell or automation scripting.

Core Competencies

? Strong troubleshooting and analytical skills.

? Consulting mindset with client-facing communication ability.

? Process-driven with attention to detail.

? Ability to operate in SLA-driven MSP environments.

? Strong collaboration across IT, Security, and Asset Management teams.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Salary : $33