Walk-Up Desktop Support Analyst (Level 2)

Compunnel Inc.; Clark (NJ); On-site; USD 50,000 - 75,000; Full time

Job summary

Compunnel, Inc. is seeking an experienced Level 2 Desktop Support Analyst to enhance the IT team's support at the R&I Campus IT Kiosk in Clark, New Jersey. The successful candidate will provide exceptional walk-up support, troubleshoot a variety of technical issues, and ensure a welcoming environment for campus employees. Responsibilities include configuring laptops, managing user accounts, and supporting AV equipment. Required qualifications include strong experience in Windows 11, Microsoft Office 365, and excellent communication skills, with a preference for candidates holding CompTIA A+ certification.

Qualifications

• Bachelor’s degree in a related field or 3–5 years of experience as a Desktop Support Analyst.
• Strong proficiency in Windows 11 and Mac OS environments.
• Expert knowledge of Microsoft Office 365 and Active Directory administration.
• Experience with ServiceNow and remote support tools.
• Solid understanding of basic networking and endpoint security protocols.

Responsibilities

• Provide immediate technical assistance to employees at the IT Kiosk.
• Configure, image, deploy, and troubleshoot devices.
• Ensure compliance with corporate security policies.
• Document resolutions and contribute to Knowledge Base articles.

Skills

Customer-focused support

Windows 11 proficiency

Mac OS expertise

Microsoft Office 365 knowledge

Active Directory administration

Networking (TCP/IP, Wi-Fi)

ServiceNow usage

Strong communication skills

Problem-solving abilities

Education

Bachelor’s degree in a related field

3–5 years of experience as Desktop Support Analyst

Tools

ServiceNow

Bomgar

Job description

JOB SUMMARY
We are seeking an experienced and customer-focused Level 2 Desktop Support Analyst to serve as the primary face of our IT team at our R&I Campus IT Kiosk. In this highly visible role, you will provide exceptional walk-up support to campus employees, resolving a wide range of hardware, software, and connectivity issues. You will also act as an escalation point for Level 1 support and ensure all incidents are handled efficiently through our ServiceNow ticketing system.

Key Responsibilities
• Provide immediate, face-to-face technical assistance to employees visiting the IT Kiosk, ensuring a welcoming and service-oriented experience.
• Configure, image, deploy, and troubleshoot laptops, desktops, mobile devices (iOS/Android), Cisco IP phone handsets, and MS Teams Room Equipment.
• Install and troubleshoot standard software, including Windows 11, Mac OS, Microsoft Office 365, Microsoft Teams, and Adobe Creative Cloud.
• Manage and maintain user accounts via AAD and O365.
• Support conference room AV equipment (including Microsoft Teams Rooms), network printers, and other PC peripherals.
• Take ownership of issues from end-to-end using ServiceNow. Document resolutions, contribute to Knowledge Base articles, and update hardware/software asset inventory data.
• Ensure all endpoints comply with corporate security/antivirus policies.
• Perform basic troubleshooting for LAN, Wi-Fi, and TCP/IP connectivity issues.
• Act as an escalation point and mentor for Level 1 team members.
• Follow standard operating processes (SOPs) and SLA guidelines.

Required Qualifications
• Bachelor’s degree in a related field OR 3–5 years of proven experience as a Desktop Support Analyst.
• Strong proficiency in Windows 11 and Mac OS environments.
• Expert knowledge of Microsoft Office 365 and Active Directory administration.
• Experience with ServiceNow (or similar ITSM ticketing systems) and remote support tools (e.g., Bomgar).
• Solid understanding of basic networking (TCP/IP, Wi-Fi) and endpoint security protocols.
• Clear and effective written and verbal communication skills, with the ability to easily explain technical concepts to non-technical users.
• Fluent in English; multilingual abilities are a strong plus.
• Highly customer-focused with a strong service orientation, patience, and welcoming demeanor.
• Organized, detail-oriented, and capable of prioritizing tasks in a fast-paced, walk-up environment.
• Strong critical thinking and strategic problem-solving abilities.

Certifications
• CompTIA A+ certification or equivalent knowledge is highly preferred.