Job Description

No C2C or Sponsorship

Desktop Support Analyst

Our client is a not-for-profit Catholic publishing company. They value Empathy, Humility, and Passion in their teammates. They are seeking a motivated Desktop Support Analyst to join their hybrid IT team in Lake Oswego, Oregon. If you align with the mission and have the experiences described below, we would love to hear from you. We value and encourage diversity in the workplace. Women, minorities, and veterans are highly encouraged to apply. Thank you!

Location: Hybrid (2 days attendance in Lake Oswego, OR, office)

Type: Perm

ABOUT THE ROLE

We’re seeking a motivated Desktop Support Analyst to join our hybrid IT team in Lake Oswego, Oregon. While we welcome candidates at various levels--from established mid-level professionals to seasoned senior analysts--we are especially interested in those with proven experience functioning in a lead role on a desktop support team, with the ability to mentor and guide colleagues. If you thrive on solving complex technical issues, enjoy working collaboratively, and have a passion for improving user experience and support operations, we encourage you to apply.

PRIMARY PURPOSE

The Desktop Support Analyst provides advanced technical support for the desktop computing environment. Responsibilities include troubleshooting hardware and software issues, managing the full workstation lifecycle, and supporting a mix of Mac and Windows environments. The role also includes responsibility for patch management, upgrades, maintaining antivirus policy and compliance and user account provisioning.

At the Senior level, this role is also responsible for leading the efforts for end-user focused activities and mentoring other analysts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Both Mid and Senior levels:

• Service Desk: Maintain and oversee the Service Desk ticketing system, including triage and escalation, end-user communication, knowledgebase articles, and documentation.
• Workstation Lifecycle: Maintain asset inventory database, evaluate departmental workstation needs, recommend future upgrades and purchases, and help oversee deployment of new machines.
• Software Packaging and Automation: Improve and maintain the packaging and automation of workstation software installation using Jamf and Microsoft Intune.
• Patch Management: Workstation patching and updates, including Windows Updates, application patches, and version upgrades.
• User Lifecycle: Manage account creation, user creation, group memberships, permissions, including Active Directory, Office 365 mailboxes, 2FA configurations, and other identity systems.
• Data Access: Manage access to data, including SharePoint, OneDrive, ACLs, file and share permissions.
• Endpoint Security Policy Management: Responsible for security policies, configurations, and compliance on all managed endpoint devices.
• Documentation: Author and maintain documentation of configurations and troubleshooting procedures for the Service Desk Knowledgebase and custom solutions.
• End User Support: Communicate technological information to users in a friendly and respectful manner.
• On-call rotation: Participate in an on-call rotation for after-hours emergency support.
• Server support: Assist engineers in building and maintaining server systems when necessary.

Senior level: In addition to the above:

• Leading and Mentoring: Lead complex support initiatives and end-user related projects: guide and strategize end-user experience standards with technology; mentor and train other analysts, promote knowledge sharing and best practices.

Requirements

Mid-Level Role - Minimum Qualifications

• 5+ years of experience providing high-level technical support experience with Windows and Mac desktop operating systems.
• High-level experience with Jamf, Microsoft Intune, Powershell, Apple Script, Bash scripting, batch files, Office 365, Active Directory domain services, Okta, iOS, Android, and enterprise-level deployment tools and troubleshooting.
• Strong planning, documentation, time management, project management, and leadership skills
• Proven ability to work independently and collaboratively
• Relevant certifications are highly desired

Mid-Level Role - Preferred Qualifications

• Bachelor's degree in IT or a related field
• Certifications such as CompTIA A+/Network+, Microsoft MDAA, Jamf, etc.

Senior-Level Role - Minimum Qualifications (in addition to the above)

• 8+ years of experience in desktop support roles
• Proven ability to mentor colleagues, guide day-to-day support operations, and contribute to team development
• Proven experience as a technical escalation point and/or project lead
• Expertise in automation, deployment tools, and cross-platform support

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