Desktop Support Analyst

Pacific Staffing; California; On-site; USD 85,000 - 100,000; Full time

Job summary

Pacific Staffing is seeking a Desktop Support Analyst for a fast-paced, highly technical organization in the Greater Sacramento Region. This role emphasizes advanced troubleshooting, improving service desk operations, and keeping engineering teams focused on strategic work.

The environment is collaborative, dynamic, and requires someone who is sharp, proactive, and exceptional with customer communication. The Desktop Support Analyst provides advanced support, resolves complex technical issues,

Qualifications

• 5+ years IT support experience, including 2+ years in Tier 2 or senior service desk roles.
• Proficient across Windows 11, Microsoft 365, identity/access, printers, mobile devices, and peripherals.
• Knowledge of Entra ID, Intune, device compliance, and Active Directory concepts.
• Experience using ITSM platforms for queue management, documentation, and service delivery.
• Excellent customer service, communication, and documentation skills.
• Ability to support multiple sites including office and manufacturing environments.
• Experience with Jira Service Management, Intune, Autopilot, PowerShell, and remote support tools.
• Background in manufacturing, engineering, or shared-device environments.
• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Endpoint Administrator.

Responsibilities

• Provide Tier 2 support for Windows 11 devices, Microsoft 365, identity/access issues, mobile devices, printers, and common business applications.
• Diagnose and resolve complex hardware, software, connectivity, and performance issues.
• Triage, prioritize, and manage service desk queues; reduce backlog and maintain consistent follow-up.
• Deploy, configure, troubleshoot, and retire Windows endpoints, support Intune and Autopilot provisioning.
• Perform onboarding/offboarding, user access administration, and asset management.
• Create and maintain SOPs, knowledge articles, troubleshooting guides, and user instructions.
• Identify recurring issues and recommend automation, training, or permanent fixes.
• Collaborate with cloud, network, and security engineers on escalations, coordinate vendor support cases.
• Communicate clearly with users and leaders during incidents, outages, and delayed resolutions.

Skills

IT support

Tier 2 support

Windows 11

Microsoft 365

Entra ID

Intune

Autopilot

PowerShell

Active Directory

ITSM

Jira Service Management

remote support

Education

CompTIA A+

Network+

Microsoft 365 Fundamentals

Endpoint Administrator

Tools

Jira Service Management

Intune

Autopilot

PowerShell

Job description

Pacific Staffing is recruiting a Desktop Support Analyst for a fast-paced, highly technical organization in the Greater Sacramento Region. This role is ideal for a strong support professional who excels at advanced troubleshooting, improving service desk operations, and keeping engineering teams focused on strategic work. The environment is collaborative, dynamic, and requires someone who is sharp, proactive, and exceptional with customer communication. The Desktop Support Analyst provides advanced support, resolves complex technical issues, improves service desk processes, and serves as the primary escalation point for end-user technology needs. This role supports both office and manufacturing environments, ensuring high-quality service delivery, strong documentation, and consistent operational throughput.

Full Time | On-Site Initially; Hybrid After 90 Days (3 Days On-Site | Greater Sacramento Region)Compensation: $85,000 – $100,000 DOE

Key Responsibilities

• Provide Tier 2 support for Windows 11 devices, Microsoft 365, identity/access issues, mobile devices, printers, and common business applications.
• Diagnose and resolve complex hardware, software, connectivity, and performance issues.
• Triage, prioritize, and manage service desk queues; reduce backlog and maintain consistent follow-up.
• Deploy, configure, troubleshoot, and retire Windows endpoints, support Intune and Autopilot provisioning.
• Perform onboarding/offboarding, user access administration, and asset management.
• Create and maintain SOPs, knowledge articles, troubleshooting guides, and user instructions.
• Identify recurring issues and recommend automation, training, or permanent fixes.
• Collaborate with cloud, network, and security engineers on escalations, coordinate vendor support cases.
• Communicate clearly with users and leaders during incidents, outages, and delayed resolutions.

Qualifications

• 5+ years of IT support experience, including 2+ years in Tier 2 or senior service desk roles.
• Strong troubleshooting skills across Windows 11, Microsoft 365, identity/access, printers, mobile devices, and peripherals.
• Working knowledge of Entra ID, Intune, device compliance, Active Directory concepts.
• Experience using ITSM platforms for queue management, documentation, and service delivery.
• Excellent customer service, communication, and documentation skills.
• Ability to support multiple sites, including office and manufacturing environments.
• Experience with Jira Service Management, Intune, Autopilot, PowerShell, and remote support tools.
• Background supporting manufacturing, engineering, or shared-device environments.
• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Endpoint Administrator.