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Key Responsibilities and Required Skills for Employee Technology Support Analyst

💰 $55,000 - $85,000

Information TechnologyIT SupportDesktop SupportEnd-User Services

🎯 Role Definition

An Employee Technology Support Analyst (also known as End-User Support Analyst, Desktop Support Analyst, or Employee IT Support Analyst) provides frontline technical support and lifecycle management for employee devices, applications, and services. This role resolves hardware and software incidents, manages onboarding/offboarding device provisioning, enforces security and compliance standards on endpoints, partners with IT teams to deliver smooth employee experiences, and continuously improves support processes and documentation.

Key search-optimized phrases: Employee Technology Support Analyst, end-user support, desktop and device support, hardware/software troubleshooting, Microsoft 365 support, Active Directory administration, remote support, device lifecycle management, IT asset management, ServiceNow, ticketing SLA.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician / Service Desk Analyst
  • Desktop Support Technician or IT Support Specialist
  • IT Intern or Junior Systems Administrator

Advancement To:

  • Senior Employee Technology Support Analyst / Lead Desktop Support
  • Endpoint Services Engineer or Systems Engineer
  • IT Support Supervisor / Manager or Desktop Services Manager

Lateral Moves:

  • IT Trainer / Documentation Specialist
  • IT Asset Manager / Procurement Coordinator
  • Application Support Analyst / ServiceNow Administrator

Core Responsibilities

Primary Functions

  • Serve as the primary point of contact for employees experiencing technical issues, providing professional, timely first- and second-line support for laptops, desktops, mobile devices, peripherals, and conference-room technology across onsite and remote environments.
  • Diagnose, troubleshoot, and resolve complex hardware and software incidents (Windows, macOS, iOS, Android) using systematic troubleshooting steps and remote support tools to minimize employee downtime.
  • Manage the full device lifecycle for employee endpoints — imaging, provisioning, onboarding, upgrades, repairs, secure wiping, and decommissioning — in accordance with company standards and asset management procedures.
  • Administer user accounts and access through Active Directory and Azure AD, including account creation, password resets, group membership management, and role-based access provisioning while enforcing security best practices.
  • Configure, support, and troubleshoot Microsoft 365 applications and services (Exchange Online, Outlook, Teams, OneDrive) to ensure collaboration tools are available, secure, and performing for end users.
  • Respond to and resolve tickets within defined SLAs in the ticketing system (ServiceNow, Jira Service Desk, Zendesk), including accurate documentation of troubleshooting steps, root cause, and resolution in each ticket.
  • Implement and maintain endpoint management and deployment solutions (Intune/MEM, SCCM, Jamf) to push software updates, manage policies, deploy images, and ensure compliance with configuration baselines.
  • Support VPN, network connectivity, Wi-Fi authentication, and remote access issues for telecommuting employees, including troubleshooting client VPN clients, MFA issues, and network settings.
  • Enforce endpoint security controls such as encryption (BitLocker/FileVault), EDR/antivirus configuration, patch management, and remediate vulnerabilities identified by security scans or vulnerability management tools.
  • Coordinate with vendors and third-party service providers to escalate hardware repairs, warranty replacements, and specialized support requests, tracking RMA processes and service level commitments.
  • Conduct device builds and automated imaging using standard operating environment images, tooling (e.g., AutoPilot, imaging scripts), and configuration management to ensure consistent user experiences.
  • Perform diagnostic hardware testing and component-level repairs on laptops and desktops, including replacement of displays, batteries, storage, memory, and docking stations when required.
  • Execute onboarding and offboarding workflows in collaboration with HR and IT, ensuring devices are provisioned, accounts and access are granted or revoked, and data is transitioned or sanitized per policies.
  • Provide timely, clear communication to end users and stakeholders about incident status, expected resolution timelines, workarounds, and post-resolution preventative measures.
  • Create, update, and maintain technical documentation, runbooks, FAQs, and knowledge base articles to improve first-call resolution metrics, standardize troubleshooting, and enable self-service for employees.
  • Participate in on-call rotations and after-hours incident response to provide continuity of support for business-critical outages and scheduled maintenance windows.
  • Monitor and report on support metrics (ticket volumes, SLA adherence, mean time to resolution, repeat incidents) to identify trends and recommend improvements to reduce recurring issues.
  • Assist with IT projects that impact endpoint services — migrations (OS upgrades, M365 rollouts), hardware refresh cycles, software deployments, or office moves — providing subject matter expertise and execution support.
  • Train and mentor junior support staff and interns on tools, processes, and escalation procedures to build a resilient support organization and share institutional knowledge.
  • Maintain accurate IT asset inventory and tagging, perform periodic audits of assigned devices, reconcile records in asset management tools, and support procurement planning with lifecycle data.
  • Collaborate with security and compliance teams to implement permission controls, incident response steps, and remediation for compromised endpoints or suspicious activity tied to employee devices.
  • Evaluate and recommend employee-facing hardware and productivity software to improve user efficiency and reduce total cost of ownership, including proof-of-concepts and pilot programs.
  • Facilitate workplace technology setups for conference rooms, hot desks, and collaboration spaces, ensuring audiovisual equipment and collaboration tools meet usability standards.
  • Participate in continuous improvement initiatives to streamline support processes, reduce manual effort via automation, and enhance employee satisfaction scores through targeted service improvements.
  • Ensure adherence to company IT policies, privacy regulations, and data handling procedures when accessing or repairing employee devices and handling sensitive information.

Secondary Functions

  • Support ad-hoc analytics requests related to support tickets and endpoint health to help teams prioritize remediation and hardware refresh strategies.
  • Assist with the creation and delivery of employee-facing technology training sessions, onboarding guides, and self-help materials for commonly used tools and services.
  • Contribute to the organization's endpoint strategy and roadmap by providing operational feedback from support trends, hardware failures, and recurring software issues.
  • Partner with application owners and business units to translate user-reported problems into engineering or application change requests and feature improvements.
  • Participate in sprint planning and agile ceremonies within the IT services or desktop engineering teams to align support priorities with project delivery.
  • Run pilot deployments for new endpoint tools and gather telemetry and user feedback to inform production rollouts and vendor selections.
  • Conduct periodic security awareness checks and simulated phishing follow-ups in coordination with the security team to reinforce safe computing practices among employees.
  • Assist procurement and finance teams with warranty, leasing, and disposal documentation to ensure compliance and cost tracking for IT assets.
  • Participate in emergency response drills and post-incident reviews to improve escalation paths, documentation, and cross-team collaboration in major incidents.

Required Skills & Competencies

Hard Skills (Technical)

  • Endpoint troubleshooting (Windows 10/11, macOS) — deep experience diagnosing OS, driver, peripheral, and application-level issues for laptops and desktop systems.
  • Mobile device support and EMM/MDM administration (Microsoft Intune, Jamf Pro, MobileIron) for provisioning, policy enforcement, and remote management of iOS/Android devices.
  • Identity and access management (Active Directory, Azure AD, group policies, conditional access, MFA) to administer accounts, manage groups, and troubleshoot access issues.
  • Experience with ticketing and ITSM platforms (ServiceNow, Jira Service Desk, Zendesk) including SLA management, incident routing, and knowledge base publication.
  • Microsoft 365 administration and support (Outlook, Teams, OneDrive, SharePoint) and troubleshooting client sync, mailbox, and collaboration issues.
  • Imaging and deployment tools (Autopilot, SCCM/MECM, MDT, Jamf imaging) and scripting for automated OS deployment and configuration.
  • Remote support and diagnostic tools (TeamViewer, ConnectWise Control, Microsoft Remote Desktop, LogMeIn) to support distributed and remote workforces.
  • Basic networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi authentication, VPN troubleshooting) to address connectivity and access issues affecting endpoints.
  • Endpoint security technologies (EDR solutions, antivirus, disk encryption like BitLocker/FileVault) and patch management processes to maintain secure systems.
  • Hardware diagnostics and repair skills — laptop/desktop component replacement, battery diagnostics, docking station and peripheral troubleshooting.
  • Asset management and inventory tooling knowledge (CMDB, asset management systems) with experience tagging, tracking, and reconciling devices.
  • Scripting and automation basics (PowerShell, Bash) to automate repetitive support tasks and improve provisioning workflows.
  • Familiarity with collaboration room technologies (AV systems, video conferencing hardware) and common conferencing platforms (Zoom, Microsoft Teams Rooms).

Soft Skills

  • Strong customer-service orientation with empathy, patience, and ability to explain technical topics clearly to non-technical employees.
  • Excellent written communication for precise ticket notes, knowledge articles, and user-facing instructions.
  • Analytical problem-solving skills and ability to perform root cause analysis to prevent repeated incidents.
  • Time management and prioritization to handle incoming tickets, project tasks, and urgent escalations under SLA constraints.
  • Collaboration and cross-functional teamwork to work effectively with security, network, application, and procurement teams.
  • Adaptability and continuous learning mindset to stay current with changing endpoint technologies, OS releases, and security threats.
  • Attention to detail for configuration accuracy, asset tracking, and adherence to compliance procedures.
  • Coaching and mentoring skills to onboard and upskill junior staff and contribute to team knowledge.

Core searchable keywords to include in resumes and postings: Employee Technology Support Analyst, Desktop Support, End-User Computing, ServiceNow, Intune, Active Directory, Microsoft 365, endpoint management, hardware repair, remote support, SLA-driven support, ITIL.

Education & Experience

Educational Background

Minimum Education:

  • Associate degree in Information Technology, Computer Science, Information Systems or equivalent technical diploma with hands-on experience.

Preferred Education:

  • Bachelor’s degree in Computer Science, Information Technology, Information Systems, or related field.

Relevant Fields of Study:

  • Information Technology / IT Support
  • Computer Science
  • Information Systems
  • Telecommunications
  • Business Administration with IT concentration

Experience Requirements

Typical Experience Range: 2–5 years of hands-on end-user support, desktop engineering, or systems administration experience supporting corporate employees in hybrid and remote environments.

Preferred:

  • 3+ years supporting enterprise endpoints with experience in device lifecycle management, MDM/EMM (Intune or Jamf), Active Directory/Azure AD, and ServiceNow or equivalent ITSM platforms.
  • Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, Apple ACSP or Jamf certifications, and ITIL Foundation are highly desirable.
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