Field Services – Desktop Support AnalystLocation: Onsite at Joplin, MO; Downey, CA; Riverton, KS; Londonderry, NH; Tahoe Vista, CATop Required SkillsDesktop SupportEndpoint Management Platforms (to deploy software packages)Desktop PatchingDesktop Management – IBM Endpoint ManagerMicrosoft Defender for EndpointJob Description / ResponsibilitiesDeliver advanced desktop support for onsite colleagues by diagnosing and resolving complex hardware and operating system incidents to maintain high endpoint availability and user satisfaction.Coordinate remote troubleshooting sessions using secure enterprise tools to address software issues and configuration conflicts and to restore workstation functionality in a timely manner.Implement standardized desktop images and configuration baselines to ensure consistent performance, security hardening, and compliance with organizational technology policies.Administer endpoint management platforms to deploy software packages, patches, and configuration updates with minimal disruption to business operations.Monitor desktop environment health through centralized dashboards and logs to identify incident trends and propose preventive improvements for long-term stability.Collaborate with service desk teams to handle ticket escalations and provide detailed technical guidance that accelerates resolution times and improves first-contact effectiveness.Document desktop procedures, knowledge articles, and resolution steps in a clear and reusable format to support continuous improvement and reduce repeated incidents.Perform root cause analysis for recurring desktop issues and recommend sustainable remediation actions that enhance reliability and reduce support workload.Coordinate with network and application teams to validate that endpoint configurations support connectivity, security, and application performance requirements.Execute asset management tasks such as workstation lifecycle tracking, hardware validation, and software license verification to maintain accurate inventory records.Support security initiatives by applying endpoint security controls, running compliance checks, and assisting in remediation of vulnerabilities identified through internal assessments.Engage with business users to understand their desktop usage patterns and recommend configuration optimizations that positively influence productivity and digital experience.Participate in continuous improvement activities by evaluating new desktop tools, frameworks, and automation opportunities that can streamline support processes and reduce manual effort.QualificationsPossess a bachelor's degree or equivalent experience in information technology, computer science, or a related discipline with a strong focus on infrastructure and systems support.Demonstrate eight to ten years of hands-on experience in desktop support or systems engineering within enterprise environments, including exposure to complex incident handling and escalation processes.Exhibit advanced proficiency in workstation operating systems, endpoint configuration, user profile management, and desktop application support with emphasis on reliability and usability.Show applied experience with enterprise endpoint management platforms for software distribution, patch management, inventory, and policy enforcement across large user bases.Display practical knowledge of security fundamentals including endpoint protection tools, encryption policies, and compliance practices related to workstation environments.Bring familiarity with scripting or automation approaches for desktop tasks such as log collection, configuration changes, or basic remediation workflows to enhance operational efficiency.Communicate clearly with technical and non-technical stakeholders by explaining incident status, remediation steps, and preventive recommendations in an accessible and respectful manner.Adapt effectively to a work-from-office environment by providing in-person support, managing walk-up requests, and coordinating closely with onsite teams for timely issue resolution.
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