Desktop Support Analyst (Fixed Term Contract)

Hubs; Amsterdam; Hybrid; EUR 38,000 - 56,000; Full time

Job summary

Hubs is seeking a Desktop Support Analyst to be the IT face for our employees. You will handle L1/L2 service desk tasks, onsite and remote desktop support, and ensure core workplace tech runs smoothly.

You will build endpoints, manage MDM, support identity and access, and collaborate with Security on compliance while maintaining SLAs and documenting processes. This role suits someone with 2–5 years in IT support in a fast-paced environment.

Qualifications

• 2–5 years in Service Desk/Desktop Support or similar IT role.
• Proficient in English; additional Dutch/German/French/Italian is a plus.
• Experience with ticketing systems (Freshdesk/Jira/ServiceNow) and remote tools.
• Strong troubleshooting across Windows 11 and macOS; iOS/Android a plus.
• Scripting basics (PowerShell, Bash) for routine tasks.
• Hands-on with MDM/endpoint management (DTC, Jamf) and endpoint security.

Responsibilities

• Act as first/second line support via ticketing system, chat, email, and walk-ups.
• Triage, diagnose, and resolve hardware/software issues; escalate to L3/vendors.
• Own tickets end-to-end, meet SLAs, and keep users informed.
• Create and maintain knowledge base articles, FAQs, and guides.
• Assist onboarding/offboarding, access provisioning, and reviews.
• Set up conferencing tools, AV equipment, and meeting rooms; remote support.
• Build, deploy, and maintain endpoints (Windows/macOS); imaging/configuration.

Skills

Customer service

Communication

Documentation

Prioritization

Team collaboration

Education

Associate’s Degree in Information Technology

ITIL Foundation

CompTIA A+/Network+

Microsoft 365 Certification

JAMF certifications

Tools

Freshdesk

Jira

ServiceNow

Jamf

DTC

Microsoft 365

Azure AD/Entra ID

Job description

• 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
• 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
• 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

Organized, proactive, comfortable prioritizing in a fast-paced environmentExcellent customer service, communication, and documentation skills; able to translate tech for non-technical usersExperience with ticketing systems (e.g., Freshdesk, Jira, ServiceNow) and remote support toolsStrong troubleshooting across Windows 11 and macOS; iOS/Android a plus2–5 years in Service Desk/Desktop Support or similar IT Engineering roleEnglish proficiency; additional local language(s) preferred: German, French, Dutch, ItalianScripting/automation fundamentals (PowerShell, Bash) for routine tasks and reportingExcellent communication and collaboration skillsHands-on with MDM/endpoint management (DTC, Jamf, or similar) and endpoint security toolsWorking 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)

Experience with Okta, Teams, 8x8 and AV ecosystemsAble to work independently and as part of a teamAnalytical problem solver with attention to detailExcellent interpersonal and customer-facing skillsEndpoint compliance and patch currencyCSAT/user satisfaction scoresITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified, or JAMF certificationsAssociate’s Degree in Information TechnologyWillingness to occasionally travel between sites and perform some manual handling (lifting hardware)Comfortable working under SLA pressure and handling escalations calmlySLA attainment and first-contact resolution rateExposure to compliance frameworks (ISO 27001, SOC 2) and device hardening standards