We are looking for a skilled Desktop Support Analyst Tier 2 to join our team on a long-term contract basis in Johnston, Iowa. In this role, you will be the primary onsite IT resource, offering hands-on technical support to ensure smooth operations for end users. This position requires a proactive and customer-focused individual who is detail oriented, dedicated to resolving technical issues efficiently and maintaining a high level of service.<br><br>Responsibilities:<br>• Provide direct technical assistance to end users, troubleshooting hardware and software issues effectively.<br>• Manage and resolve support tickets using ServiceNow or similar platforms.<br>• Perform desk-side support for hardware such as laptops, monitors, and batteries.<br>• Set up and maintain conference room equipment to ensure functionality during meetings.<br>• Prepare and image devices for onboarding new employees or supporting existing staff.<br>• Escalate complex technical problems to appropriate teams following established protocols.<br>• Develop and maintain knowledge base articles to streamline future troubleshooting efforts.<br>• Conduct inventory management and IT audits to comply with federal and state regulations.<br>• Coordinate with vendors to ensure timely delivery and support of IT equipment.<br>• Document support activities thoroughly to provide clear records of issue resolution.

• Minimum of 5 years of experience in Tier 2 or Tier 3 troubleshooting roles.<br>• Proficiency with desktop hardware, including laptops, monitors, and imaging processes.<br>• Familiarity with Active Directory, Windows 10, and Intune for device management.<br>• Experience with onboarding and offboarding processes in a Microsoft environment.<br>• Basic knowledge of Azure AD and Autopilot, with advanced expertise considered a plus.<br>• Strong written communication skills for documenting ticket details and resolutions.<br>• Ability to manage IT inventory and conduct audits to ensure compliance.<br>• Excellent customer service skills with a proactive approach to resolving technical issues.

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