Desktop Analyst

About the role

The Desktop Analyst will serve as a primary point of contact for internal users, delivering high‑quality technical support across hardware, software and network environments. Working within a global IT team at Packers Plus, you will ensure smooth operation of Windows workstations, mobile devices and related peripherals.

Key responsibilities

• Document problem symptoms and capture system details in the company ticketing system.
• Independently resolve routine incidents and collaborate with senior staff on complex issues.
• Identify and prioritize problems affecting multiple users and coordinate with other IT departments.
• Provide after‑hours support when required.
• Support client‑side applications, desktop hardware, peripherals, printers and manufacturing‑related IT equipment.
• Maintain accurate hardware and software asset records and manage mobile device deployment.
• Administer MDM solutions for company phones and scanners.
• Assist the IT Manager on projects, upgrade software and hardware components, and uphold standards.
• Resolve Helpdesk tickets within defined Service Level Objectives.

Required profile

• Advanced experience with Windows Active Directory and user account management.
• Strong knowledge of Microsoft Windows 11, Office 365 and Azure AD administration.
• Proficiency with iOS and Android operating systems.
• Basic understanding of TCP/IP, DHCP, DNS and VPN concepts.
• Familiarity with server operating systems, backup and restore procedures.
• Intermediate grasp of information security practices and access provisioning.
• Ability to research new technologies and continuously improve technical skills.

Required skills

• Windows Active Directory
• Microsoft Windows 11
• Office 365 / Azure AD
• iOS and Android device management
• TCP/IP, DHCP, DNS, VPN
• Server OS administration and backup/restore
• MDM deployment and management
• Hardware and software asset tracking