<p>We are seeking a skilled and experienced Tier 2/3 Desktop Support Analyst to provide comprehensive end-user support in a dynamic IT environment for a well know company in Ankeny, IA. This individual will be responsible for managing hardware/software issues, supporting machine deployments, and utilizing modern endpoint management tools like SCCM and Intune (or similar MDM tools). This is not a help desk role—only candidates with proven Tier 2 support experience will be considered.</p><p><br></p><p><strong>100% ONSITE IN ANKENY / LONG TERM CONTRACT</strong></p><p><br></p><p><strong>Key Responsibilities</strong></p><p>Provide hands-on Tier 2 desktop support for Windows and Apple environments (MacBooks, iPhones, iPads).</p><p>Perform break/fix troubleshooting and machine deployments across varied end-user environments.</p><p>Deliver support for Microsoft 365 applications and a variety of hardware platforms.</p><p>Utilize SCCM to:</p><ol><li>Deploy operating system images, application packages, and software updates.</li><li>Manage SCCM infrastructure: site servers, distribution points, and management points.</li><li>Monitor SCCM logs and resolve deployment/configuration issues.</li><li>Run inventory reporting for hardware and software assets.</li><li>Support co-managed environments alongside Microsoft Intune.</li></ol><p>Leverage Intune to:</p><ol><li>Manage mobile and endpoint devices.</li><li>Troubleshoot device/app deployments and compliance policies.</li></ol><p>Deliver reporting on device compliance and user activity.</p><p>Support remote users using tools such as Bomgar (or any remote-in technology).</p><p>Respond to and manage incidents using ServiceNow (or any equivalent ticketing system).</p><p>Collaborate with IT team members to ensure smooth operations and assist with ongoing IT projects.</p>

<p><strong>Required Qualifications</strong></p><p>3+ years of professional Tier 2 Desktop Support experience</p><p>Proficiency with both hardware and software troubleshooting.</p><p>Hands-on experience with:</p><ol><li>Microsoft SCCM</li><li>Microsoft Intune</li><li>Windows and Apple device support (Mac, iOS, Windows OS, O365).</li></ol><p>Remote support tools (Bomgar or alternatives).</p><p>ServiceNow or similar ticketing systems.</p><p>Experience in hybrid environments involving co-management (SCCM + Intune).</p><p>Exposure to mobile device deployment and lifecycle management.</p><p>Familiarity with patching third-party applications using SCCM or Intune.</p><p>Strong interpersonal and communication skills, with a user-first mindset.</p><p>Ability to work independently and escalate complex issues appropriately.</p><p><br></p>

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