IT Support Analyst II - Desktop Systems

aptiv; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Health, dental, and life insurance

401(k) plan

Disability coverage

Flexible time-off

LinkedIn Learning access

Job summary

Wind River, a global leader in software for mission-critical intelligent systems, seeks an Analyst II - Desktop Systems to provide comprehensive desktop support across the Walnut Creek campus and North America. You will serve as a key contact for end users, partnering with IT teams to troubleshoot desktop, server, and network issues.

In this role you will install, configure, and troubleshoot desktop systems across Windows, Linux, and macOS; provide responsive help desk support; and collaborate

Qualifications

• 3-5 years of hands-on desktop support experience and strong network/systems administration knowledge.
• Bachelor's degree or IT certifications required.
• Experience supporting large user bases and troubleshooting workstations/peripherals.

Responsibilities

• Provide end-user desktop support across Windows, Linux, and macOS.
• Troubleshoot server and network issues impacting users.
• Collaborate with global IT teams on projects and standards.
• Develop and document end-user procedures and best practices.
• Communicate technical concepts clearly to technical and non-technical audiences.

Skills

Desktop support

Windows

macOS

Linux

Networking

ServiceNow

Microsoft Teams

Technical documentation

Communication

Education

Bachelor's degree

IT certifications

Tools

ServiceNow

Office 365

Microsoft Teams features

Job description

ABOUT WIND RIVER

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability.

Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy. The company's software powers generation after generation of the safest, most secure systems in the world. Examples include playing a key role in NASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers.

We've achieved recent 5G milestones including the world's first successful 5G data session with Verizon and building one of the largest Open RAN networks in the world with Vodafone.

The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a "Top Workplace" for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer-focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software defined world.

YOUR ROLE

As an Analyst II - Desktop Systems, you will provide comprehensive desktop support to users across the Walnut Creek campus, remote offices, and small office/home office environments throughout North America. You will serve as a key point of contact for end users, partnering with IT support teams to troubleshoot and resolve desktop, server, and network-related issues.

HOW YOU WILL CONTRIBUTE

• Deliver end-user support for desktop-related issues, ensuring efficient and timely resolution across multiple locations.
• Collaborate with IT personnel to assist in diagnosing and resolving server and network failures impacting user productivity.
• Participate in global IT projects, working with colleagues from other Wind River locations to support cross-functional initiatives.
• Work closely with the North American Desktop Systems team and Remote Systems Administrators to maintain consistent support standards.
• Provide occasional off-hours and evening support as required to ensure continuity of service.
• Maintain a strong on-site presence at the Walnut Creek campus to support local users and infrastructure.

In your daily job you will:

• Install, configure, and troubleshoot desktop systems and workstations across Windows, Linux, and macOS environments
• Provide responsive help desk support, ensuring timely issue resolution and appropriate escalation
• Provide Microsoft Teams conferencing support
• Collaborate with global IT teams to diagnose and resolve technical problems efficiently
• Support global IT projects and take ownership of Walnut Creek-based initiatives as needed
• Develop and document procedures, guidelines, and best practices for end users
• Communicate complex technical concepts clearly to technical and non-technical audiences
• Evaluate and test new hardware and software solutions for the desktop environment
• Deliver user training on standard and specialized applications
• Maintain accountability for issue resolution, customer service, and follow-through
• Build and sustain strong relationships with internal stakeholders and customers

Key Performance Indicators

• Customer satisfaction
• ServiceNow work report

Key skills and competencies for succeeding in this role are:

• 3-5 years of hands-on desktop support experience, with a solid understanding of network support and systems administration
• Bachelor's degree or equivalent IT certifications
• Proven ability to support a large user base, including troubleshooting and configuration of workstations and peripheral devices
• Strong expertise in Windows and macOS operating systems
• Working knowledge of Microsoft Office 365 and other enterprise desktop productivity tools
• Experience supporting Microsoft Teams features such as webinars and breakout rooms is desirable
• Familiarity with IT service management platforms such as ServiceNow is preferred
• Knowledge of Linux distributions such as Ubuntu or CentOS is a plus
• Strong technical documentation and communication skills
• Self-motivated and able to work independently with guided supervision while maintaining high-performance standards

BENEFITS

• Hybrid work model for workplace flexibility
• Comprehensive health, dental, and life insurance
• Short and long-term disability coverage
• 401(k) plan for financial security
• Flexible time-off policies for work-life balance
• Employee assistance program for mental well-being
• Learning benefits, including a LinkedIn Learning subscription and seminars

Compensation

This role is compensation range is between $70,00 to $90,000 USD plus annual incentive plan bonus. Compensation is determi