Level 2 Deskside Support Analyst

JFC Global; Lancaster (Lancaster County); On-site; USD 65,000 - 79,000; Full time

Benefits offered by this job

Profit Sharing

On-Call Differential

Job summary

JFC Global in Lancaster, PA is seeking a Level 2 Deskside Support Analyst to deliver desktop and end-user infrastructure support across a multi-site environment (~2,200 users, 1,400 endpoints).

You will handle escalations beyond initial service desk, diagnose root cause hardware/network issues, and collaborate with network/systems teams. The role emphasizes thorough ticket documentation, cross-team knowledge sharing, and opportunities to contribute to projects beyond routine tasks.

Qualifications

• 3+ years of Tier 2 enterprise desktop support experience.
• Experience in multi-site corporate environments with enterprise toolsets.
• Strong ticket documentation and cross-team communication.

Responsibilities

• Level 2 technical resolution of hardware, OS, app, and device connectivity issues.
• Triage and escalate to Tier 3 with thorough technical notes.
• System provisioning and asset tracking throughout lifecycle.

Skills

Windows OS

Microsoft 365

Active Directory

Group Policy

PowerShell

Autopilot

MDT imaging

ITIL

Tools

MDT imaging

Autopilot

PowerShell

Job description

Level 2 Deskside Support Analyst

Location: Lancaster, PA (100% On-site)

Compensation: Up to $72,000 + 3% Profit Sharing + On-Call Differential

We are looking for a proactive Level 2 Deskside Support Analyst to deliver desktop and end-user infrastructure support across a multi-site enterprise environment (~2,200 users, 1,400 endpoints).

In this position, you will tackle escalations that go beyond initial service desk triage, diagnose root cause hardware/network issues, and partner with network/systems teams. This is an excellent role for a go-getter who values thorough ticket documentation, cross-team knowledge sharing, and potential involvement in project work without getting stuck in a routine routine.

Core Responsibilities

• Level 2 Technical Resolution: Resolve escalated hardware, OS, application, and device connectivity issues across desktop, mobile, printing, and peripheral setups.




• Triage & Escalation: Diagnose whether issues stem from local devices, networks, or servers; document technical details thoroughly before escalating to Tier 3 specialists.




• System Provisioning & Asset Tracking: Perform automated PC deployment/imaging and manage hardware throughout its lifecycle (receiving, deployment, auditing, and retirement).

Technical Requirements

• Operating Systems & Productivity: Windows OS, Microsoft 365 suite (Strictly Windows environment; no macOS).




• Identity & Provisioning: Active Directory (user/computer administration, Group Policy, etc), MFA solutions, Autopilot, and MDT imaging tools.




• Endpoint Management & Security: Software deployment tools, endpoint protection systems, encryption software, and PowerShell scripting capabilities.




• Network & Systems Fundamentals: Basic network diagnostics (understanding device-to-network communications) and ITIL-aligned workflows (incident, problem, patching).

Candidate Profile & Experience

• Experience: 3+ years of Tier 2 enterprise desktop support experience handling distributed environments.




• Background: Thrives in multi-site, mid-to-large corporate settings with enterprise toolsets; strong job stability required.



• Mindset: Proactive problem solver who keeps clean ticket records, communicates clearly across teams, and looks for growth opportunities.