Hybrid Desktop Support Analyst - VIP User Helpdesk

Align; New York (NY); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits package

Health Savings Account (HSA) and FSA

401(k) with company match

Paid time off

Company-paid holidays

Cellphone reimbursement

Floating holiday

Pre-tax commuter benefits

Employee wellness programs

Employee referral program

Job summary

Align is seeking a reliable and customer-focused Desktop Analyst to provide frontline support for end users across our managed services clients in NYC. The Desktop Analyst will work within the Align Managed Services team, delivering monitoring and support for critical IT assets.

This hybrid role requires three days onsite at our NYC office, with occasional visits to client sites in Newark or Mountainside, NJ.

Qualifications

• Minimum 1 year of desktop or end-user support experience.
• Experience with Hybrid/Cloud environments (on-prem and cloud-based infrastructure).
• Knowledge of Microsoft 365, Exchange, Intune and Azure AD.

Responsibilities

• Provide frontline chat-based technical support for end users across key managed services clients.
• Deliver excellent customer service, follow-through, and resolution, including occasional support for executive and VIP users.
• Assist users with password resets, basic connectivity issues, and Microsoft Office 365 applications.
• Install, upgrade, and remove desktop applications as needed.
• Support inventory tracking for hardware, peripherals, and user equipment.
• Escalate issues to senior team members when necessary.
• Follow documented troubleshooting steps and internal procedures to ensure consistent resolution.

Skills

Desktop support

Customer service

Communication

Troubleshooting

Hybrid/Cloud environments

Education

Bachelor’s degree in IT

IT certifications (CompTIA A+ / Network+)

Tools

Microsoft 365

Exchange

Intune

Azure AD

Active Directory

Remote support tools

VPN

Egnyte

Job description

Align is seeking a reliable and customer-focused Desktop Analyst to provide frontline support for end users across our managed services clients in NYC. The Desktop Analyst will work within the Align Managed Services team, delivering monitoring and support for critical IT assets.

This hybrid role requires three days onsite at our NYC office, with occasional visits to client sites in Newark or Mountainside, NJ.