Desktop Support Analyst

Intelliswift - An LTTS Company; Austin (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Job summary

Intelliswift - An LTTS Company is seeking an IT Support Analyst Level 2 to provide advanced technical support for end users in Austin, TX. You will handle escalated incidents, perform root-cause analysis, and implement solutions across hardware, software, and network environments to meet SLA targets.

The role requires experience with Windows/macOS, AD/Azure AD, M365, ITIL processes, and ServiceNow, along with endpoint management and collaboration tools.

Qualifications

• 2–4 years of IT support or helpdesk experience.
• Strong working knowledge of Windows 10/11 and macOS.
• Experience with AD, Azure AD, and M365 administration.
• Familiarity with ITIL framework and incident/problem/change management processes.
• Proficiency with ServiceNow for incident, request, and change management.
• Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools.
• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting.
• CompTIA A+, Network+ certifications or equivalent.
• Experience supporting VPN, network printing, and enterprise wireless environments.
• Familiarity with scripting (PowerShell, Bash) for task automation.
• Experience in a manufacturing, semiconductor, or enterprise corporate environment.

Responsibilities

• Receive and resolve escalated incidents from Level 1 support.
• Perform advanced troubleshooting of Windows and macOS platforms.
• Administer and support enterprise tools (AD, M365, Teams, Zoom, VPN, SCCM/Intune/JAMF).
• Execute IMAC/D activities for end-user computing equipment.
• Manage incident queues in ServiceNow with SLA adherence.
• Support conference room AV equipment and peripherals.
• Document resolutions and contribute to knowledge base.
• Coordinate with Level 3 teams and vendors for escalation.
• Participate in asset lifecycle management including imaging and deployment.
• Provide VIP/executive support when needed and identify automation opportunities.

Skills

Windows 10/11

macOS

Active Directory

Azure AD

Microsoft 365

ITIL

ServiceNow

Endpoint management

PowerShell

Bash

VIP support

Manufacturing environment

Education

CompTIA A+

CompTIA Network+

Tools

SCCM

Intune

JAMF

Teams

Zoom

VPN

Job description

The IT Support Analyst Level 2 provides advanced technical support to end users, resolving escalated incidents and service requests that exceed Level 1 capabilities. This role serves as a critical escalation point, performing root cause analysis, implementing solutions across hardware, software, and network environments, and ensuring timely resolution in accordance with established SLAs.

Key Responsibilities

• Receive and resolve escalated incidents from Level 1 support, diagnosing complex hardware, software, networking, and application issues
• Perform advanced troubleshooting of Windows and macOS platforms including OS-level diagnostics, driver conflicts, and system performance issues
• Administer and support enterprise tools including Active Directory, Microsoft 365, Microsoft Teams, Zoom, VPN, and endpoint management platforms (e.g., SCCM, Intune, JAMF)
• Execute IMAC/D activities (Install, Move, Add, Change, Dispose) for end-user computing equipment
• Manage and prioritize incident and service request queues within ServiceNow, ensuring adherence to SLA response and resolution targets
• Support conference room AV equipment including Teams Rooms and Zoom Rooms, printers, and peripheral devices
• Document resolutions, update knowledge base articles, and contribute to standard operating procedures
• Coordinate with Level 3 teams, vendors, and infrastructure groups for further escalation when required
• Participate in asset lifecycle management including imaging, deployment, tracking, and decommissioning
• Provide VIP/executive support as needed, ensuring white-glove service delivery
• Identify recurring issues and recommend process improvements or automation opportunities

Required Qualifications

• 2–4 years of experience in an IT support or helpdesk environment
• Strong working knowledge of Windows 10/11 and macOS platforms
• Experience with Active Directory, Azure AD, and Microsoft 365 administration (Exchange Online, SharePoint, OneDrive, Teams)
• Familiarity with ITIL framework and incident/problem/change management processes
• Proficiency with ServiceNow for incident, request, and change management
• Experience with endpoint management tools (SCCM, Intune, JAMF) and remote support tools
• Working knowledge of Microsoft Teams and Zoom administration and troubleshooting
• CompTIA A+, Network+, or equivalent certifications
• Experience supporting VPN, network printing, and enterprise wireless environments
• Familiarity with scripting (PowerShell, Bash) for task automation
• Experience in a manufacturing, semiconductor, or enterprise corporate environment

Equal Employment Opportunity Statement

Intelliswift celebrates a diverse and inclusive workforce. We offer equal employment opportunities to all applicants and employees. All qualified applicants will be considered regardless of race, color, sex, gender identity, gender expressions, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other protected basis under the law.

Americans with Disabilities Act (ADA)

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact Intelliswift Human Resources Department

Other Employment Statements

Intelliswift participates in the E-Verify program.

Learn More

For information on Intelliswift Software, Inc., visit our website at www.intelliswift.com.