IT Support Analyst

Job Title: Tier 2/3 Desktop Support Analyst

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-known 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. 100% ONSITE IN ANKENY / LONG TERM CONTRACT.

Key Responsibilities:

• Provide hands-on Tier 2 desktop support for Windows and Apple environments (MacBooks, iPhones, iPads).
• Perform break/fix troubleshooting and machine deployments across varied end-user environments.
• Deliver support for Microsoft 365 applications and a variety of hardware platforms.
• Utilize SCCM to:
• Deploy operating system images, application packages, and software updates.
• Manage SCCM infrastructure: site servers, distribution points, and management points.
• Monitor SCCM logs and resolve deployment/configuration issues.
• Run inventory reporting for hardware and software assets.
• Support co-managed environments alongside Microsoft Intune.
• Leverage Intune to:
• Manage mobile and endpoint devices.
• Troubleshoot device/app deployments and compliance policies.
• Deliver reporting on device compliance and user activity.
• Support remote users using tools such as Bomgar (or any remote-in technology).
• Respond to and manage incidents using ServiceNow (or any equivalent ticketing system).
• Collaborate with IT team members to ensure smooth operations and assist with ongoing IT projects.

Requirements:

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