Desktop Support Analyst

Green Key Resources; San Francisco (CA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Green Key Resources in San Francisco seeks an experienced IT professional to provide high-quality second-level desktop and mobile support within a hybrid work environment. You will resolve complex hardware and software issues, image and deploy workstations, and collaborate with cross-functional IT teams and vendors to ensure stable technology services for business professionals.

The role emphasizes strong customer service, problem-solving, and documentation.

Qualifications

• Associate degree in Information Technology or equivalent experience.
• Minimum of five (5) years of hands-on desktop support in a professional environment.
• Strong knowledge of Microsoft Windows OS and Microsoft 365 apps (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Deliver responsive deskside and remote technical support in a hybrid work environment.
• Act as second-level escalation point for IT Help Desk incidents, meeting SLAs.
• Troubleshoot and resolve hardware/software issues on desktops, laptops, printers, mobile devices, and peripherals.
• Image, configure, deploy, and maintain workstations with approved software and routine maintenance.
• Collaborate with Infrastructure, Networking, Systems, Applications, and vendors to resolve complex issues.
• Maintain asset inventory and documentation using ServiceNow and other tools.
• Support onboarding/offboarding with device provisioning and account readiness.
• Manage hardware lifecycle: procurement, deployment, replacement, retirement.
• Ensure timely communication, follow-up, and resolution of service requests.

Skills

Deskside support

Customer service

Troubleshooting

Asset management

Communication

Education

Associate degree in Information Technology

Tools

ServiceNow

BeyondTrust

SCCM

Job description

Good evening, LinkedIn. Are you an innovative infrastructure professional who specializes in desktop support with exceptional customer service skills? If so, my San Franciso based client is looking for As an IT professional that will provide high-quality second-level technical support for desktops, laptops, mobile devices, printers, and productivity applications. You'll serve as an escalation point for complex technical issues, partner with specialized IT teams and vendors, and help ensure my client's business professionals receive responsive, reliable technology support.

This role also supports hardware procurement, deployment, lifecycle management, and asset tracking while contributing to a seamless technology experience across a hybrid work environment.

This position requires installing, moving, and maintaining computer equipment and related hardware. The role includes lifting and moving IT equipment. Assistance is available for items exceeding 50 pounds, and carts are provided to facilitate the movement of heavier equipment.

Key Responsibilities

• Deliver responsive, user-focused deskside and remote technical support in a hybrid work environment.
• Serve as the second-level escalation point for IT Help Desk incidents while meeting established service level agreements (SLAs).
• Troubleshoot and resolve hardware and software issues involving desktops, laptops, printers, mobile devices, phones, docking stations, and peripherals.
• Image, configure, deploy, and maintain workstations while installing approved software and performing routine system maintenance.
• Collaborate with Infrastructure, Networking, Systems, Applications, and external vendors to resolve complex technical issues.
• Maintain accurate asset inventory and documentation using ServiceNow and other asset management tools.
• Support employee onboarding and offboarding activities, including device provisioning and account readiness.
• Manage hardware lifecycle activities, including procurement, deployment, replacement, and retirement.
• Ensure timely communication, follow-up, and resolution of assigned service requests.

Qualifications

• Associate degree in Information Technology or equivalent combination of education and experience.
• Minimum of five (5) years of hands-on desktop support experience in a professional environment.
• Strong knowledge of Microsoft Windows operating systems and Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint.
• Experience with:
• ServiceNow or similar IT Service Management (ITSM) platforms
• BeyondTrust or comparable remote support solutions
• Microsoft SCCM or other endpoint management tool.
• Experience supporting:
• Adobe Acrobat and Nuance PDF
• Microsoft Edge, Google Chrome, and Mozilla Firefox
• iOS and Android mobile devices
• IP telephony and VPN connectivity
• Wireless networking across Windows, macOS, and mobile platforms\
• Desktop computers, laptops, docking stations, and printers
• Excellent troubleshooting, analytical, and problem-solving skills.
• Outstanding customer service, verbal communication, and written communication skills.
• Ability to prioritize multiple assignments in a fast-paced, deadline-driven environment.
• Strong attention to detail with excellent organizational and time management skills.
• Professional demeanor with the ability to work effectively with stakeholders at all levels.
• High level of discretion and commitment to maintaining confidentiality.
• Self-motivated with the ability to work independently and collaboratively.
• Willingness to work flexible hours and occasional overtime as business needs require.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Microsoft MD-100/MD-101, or equivalent.
• Previous experience supporting iManage is a plus.