We are looking for a skilled Desktop Support Analyst to join our team in New Braunfels, Texas. In this role, you will provide advanced technical support for a variety of systems and devices, ensuring seamless operations and top-tier customer service. This position requires strong troubleshooting abilities, technical expertise, and a commitment to maintaining system security and compliance.<br><br>Responsibilities:<br>• Serve as the second-level escalation point for incidents and service requests unresolved by Level 1 support.<br>• Troubleshoot and resolve technical issues with desktops, laptops, mobile devices, printers, and enterprise applications.<br>• Manage and support Microsoft Office 365 services, including user accounts, Exchange Online, Teams, and SharePoint.<br>• Perform software installations, updates, and patch management to uphold compliance and security standards.<br>• Provide support for Citrix environments, ensuring reliable connections and optimal system performance.<br>• Collaborate with infrastructure and application teams to address and resolve high-impact technical issues.<br>• Develop and maintain technical documentation, including knowledge base articles, to streamline processes and knowledge sharing.<br>• Assist with system rollouts, updates, and IT projects to support organizational objectives.<br>• Follow established guidelines for incident, problem, and change management to ensure consistency and reliability.<br>• Deliver exceptional customer service by maintaining timely communication and follow-up on all assigned tasks.

• Associate or Bachelor’s degree in Information Technology or a related field is preferred.<br>• Minimum of 3 years of IT support experience, including at least 1–2 years in a Level 2 support role.<br>• Demonstrated hands-on experience with Citrix and Microsoft Office 365 administration.<br>• Proficient knowledge of Windows operating systems, Active Directory, and enterprise networking principles.<br>• Strong problem-solving skills coupled with excellent communication and customer service abilities.<br>• Familiarity with desktop imaging, Microsoft SCCM, and MDM technologies.<br>• Relevant certifications such as CompTIA, Microsoft, or Citrix are highly desirable.<br>• Experience with Windows 10 and Windows 11 operating systems is essential.

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