Desktop Support Analyst

Protolabs; Amsterdam; On-site; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Annual company bonus

OpenUp mental health support

Dog-friendly office

Lunch and snacks provided

Learning and development opportunities

Job summary

Protolabs in Amsterdam is seeking a Desktop Support Analyst to join our IT team for an onsite, fixed-term role. You will resolve tickets, support Windows/macOS endpoints, manage onboarding/offboarding, and keep core workplace tech running smoothly.

You’ll combine Service Desk duties with hands-on desktop support, identity management, and Microsoft 365 tasks to ensure seamless operations for our distributed workforce.

Qualifications

• 2-5 years in Service Desk/Desktop Support or similar IT role.
• Proficient in Windows 11 & macOS troubleshooting.
• Experience with ticketing systems and remote support tools.
• MDM/endpoint management and endpoint security knowledge.
• Strong communication and documentation skills.

Responsibilities

• Provide first and second line IT support via ticketing system, chat, email, and walk-ins.
• Diagnose and resolve hardware/software issues; escalate when needed.
• Own tickets end-to-end and maintain SLAs with clear user communication.
• Build and maintain knowledge base articles and user guides.
• Support onboarding and offboarding, access provisioning and revocation.
• Set up conferencing tools and manage meeting rooms; remote support for distributed teams.
• Assist with identity management and Microsoft 365 admin tasks.

Skills

Windows/macOS troubleshooting

Ticketing systems

MDM/endpoint management

Microsoft 365 administration

Networking basics

PowerShell/Bash scripting

Customer service

Identity and access management

Education

Associate’s Degree in Information Technology

Tools

Freshdesk

Jira

ServiceNow

Jamf

Job description

Be yourself at Protolabs

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.

Be yourself at Protolabs

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.

Why Protolabs?

We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home.

We are looking for a Desktop Support Analyst to join our team in AMS!

This is an onsite, fixed-term role, and we are accepting applications from candidates based in the Netherlands.

The Desktop Support Analyst is the face of IT for our employees—resolving tickets, supporting endpoints (Windows/macOS), managing user onboarding/offboarding, and keeping our core workplace tech running smoothly. This role combines Service Desk (L1/L2) responsibilities with onsite and remote Desktop Support.

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; elevate 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!