IT Desktop Support Analyst (on-site)

Desktop Support Analyst

Location: Ankeny, IA (100% On-Site)

Duration: 12-month contract

Position Summary:

We are seeking a Desktop Support Analyst for a 12-month contract to support a fast-paced environment with approximately 1,500 internal end users and 1000 remote users. This individual will play a key role in maintaining day-to-day IT operations, troubleshooting end-user issues, and ensuring systems critical to business operations remain functional and efficient.

This role blends hands-on desktop support, production/application support, and light documentation/analysis responsibilities, making it ideal for someone who enjoys problem-solving, working directly with users, and supporting business-critical systems.

Key Responsibilities:

• Provide day-to-day desktop and end-user support across hardware, software, and systems supporting ~1,500 users
• Support and troubleshoot Apple devices (iPhones, iPads) along with Windows-based environments
• Troubleshoot and resolve issues related to:
• Windows environments
• Applications and internal systems
• Network connectivity and user access
• Support production systems and business-critical applications, ensuring uptime and performance
• Monitor systems and log incidents, working with internal IT teams to drive resolution
• Assist with system configurations, updates, and deployments
• Document support processes, troubleshooting steps, and system workflows
• Collaborate with business users to understand issues and translate them into actionable solutions
• Support testing efforts, including User Acceptance Testing (UAT) when needed
• Maintain and update tickets within Jira, ServiceNow, or similar tools
• Assist with onboarding/offboarding and general IT support tasks

Qualifications:

• 3-5 years of experience in:
• Desktop support
• IT support / help desk
• Systems or application support
• Experience supporting Windows environments and end-user systems
• Hands-on experience supporting mobile devices (iPhones, iPads)
• Familiarity with Active Directory, user provisioning, and access management
• Experience working in ticketing systems (Jira, ServiceNow, etc.)
• Strong troubleshooting and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong communication skills with both technical and non-technical users
• Previous experience supporting large user bases (1,000 users) is a plus
• Experience in retail or multi-site environments is a plus

Nice to Have:

• Experience supporting enterprise applications or integrations
• Familiarity with Agile environments or working alongside product/engineering teams.
• Intune
• Absolute

What Success Looks Like:

• Quickly resolves end-user issues and improves response times
• Maintains stability of business-critical systems
• Communicates effectively with users and internal IT teams
• Documents processes and contributes to continuous improvement
• Brings a proactive, "figure it out" mindset to daily support