Remote Desktop & Mobility Support Specialist

Realign Llc; Boston (MA); Remote; USD 60,000 - 90,000; Full time

Job summary

Realign Llc in Boston, MA is seeking an IT Support Analyst to provide Level 2 remote troubleshooting and support for laptops, desktops, VDIs, and mobile devices across the organization.

You will diagnose hardware, software, OS issues, perform root cause analysis, manage tickets in ServiceNow, and coordinate with engineering for permanent fixes, while maintaining strong customer service and clear communication. Experience with Intune, Autopilot, JAMF, and a SLA-driven environment is valued.

Qualifications

• Provide Level 2 remote troubleshooting and support for laptops, desktops, VDIs, and mobile devices.
• Diagnose and resolve hardware, software, OS, and peripheral-related issues escalated from the Service Desk.
• Utilize remote support tools to investigate and resolve technical incidents efficiently.
• Perform root cause analysis and implement permanent fixes for recurring issues.
• Support Windows 10/11, macOS, and iOS operating systems.
• Assist users with software installations, upgrades, and configuration management.
• Knowledge of Microsoft Intune, Windows Autopilot, and JAMF environments.
• Enroll, configure, and maintain corporate-owned mobile and iPad devices.
• Support Windows 11 feature updates and modern management initiatives.
• Deploy device drivers, BIOS updates, firmware, and OS patches.
• Investigate, troubleshoot, resolve, and elevate incidents according to SLA requirements.
• Maintain accurate ticket documentation and updates in ServiceNow.
• Identify trends and recurring issues and collaborate with engineering teams for permanent resolution.
• Participate in problem management and continuous improvement activities.
• Generic Managerial Skills
• Strong customer service orientation with a focus on delivering an excellent end-user experience.
• Excellent verbal and written communication skills with the ability to interact effectively with technical and non-technical stakeholders.

Responsibilities

• Provide Level 2 remote troubleshooting and support for laptops, desktops, VDIs, and mobile devices.
• Diagnose and resolve hardware, software, OS, and peripheral-related issues escalated from the Service Desk.
• Utilize remote support tools to investigate and resolve technical incidents efficiently.
• Perform root cause analysis and implement permanent fixes for recurring issues.
• Support Windows 10/11, macOS, and iOS operating systems.
• Assist users with software installations, upgrades, and configuration management.
• Enroll, configure, and maintain corporate-owned mobile and iPad devices.
• Investigate, troubleshoot, resolve, and elevate incidents according to SLA requirements.
• Maintain accurate ticket documentation and updates in ServiceNow.
• Identify trends and recurring issues and collaborate with engineering teams for permanent resolution.
• Participate in problem management and continuous improvement activities.

Skills

Remote troubleshooting

Hardware support

Software support

OS troubleshooting

Mobile device management

Customer service

Documentation

Root cause analysis

Tools

Intune

Autopilot

JAMF

ServiceNow

Job description

Realign Llc in Boston, MA is seeking an IT Support Analyst to provide Level 2 remote troubleshooting and support for laptops, desktops, VDIs, and mobile devices across the organization.

You will diagnose hardware, software, OS issues, perform root cause analysis, manage tickets in ServiceNow, and coordinate with engineering for permanent fixes, while maintaining strong customer service and clear communication. Experience with Intune, Autopilot, JAMF, and a SLA-driven environment is valued.