Desktop Support Analyst

About UsDealer Owned Warranty Company LLC is a leading provider of F&I (Finance and Insurance) partnership services in the automotive industry, offering a full suite of obligor and administrator services, top-of-the-line products, technology, and training. We understand the importance of leveraging process and technology in the F&I industry to drive revenue and ensure success. Our goal is to provide visibility, transparency, and the tools needed for our partners to build their wealth and achieve their goals. DOWC prides itself on taking care of its employees (We were voted one of the “Best Places to Work” three years in a row!), and we also offer award-winning products. All of our positions are fully on-site in Parsippany, NJ.Job Summary:We are seeking an eager, resourceful, and energetic desktop support analyst to join our growing team here in Parsippany! The Desktop Support Analyst provides frontline technical support to end users in a Microsoft-based environment. This role is responsible for troubleshooting, resolving, and escalating desktop, laptop, and peripheral issues while delivering a positive customer service experience. The ideal candidate has 2–4 years of hands-on desktop support experience and is comfortable working directly with business users.Duties/Responsibilities:Serve as the first point of contact for end-user technical support requests via phone, email, ticketing system, or in personTroubleshoot and resolve Level 1 issues related to:-Windows operating systems-Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office applications)-Desktop and laptop hardware-Printers, peripherals, and basic network connectivityProvide support for user account management, including:-Password resets-User access and permissions (via Active Directory / Entra ID)-Multi-Factor Authentication (MFA)Install, configure, and maintain desktops, laptops, and standard software applicationsDocument incidents and resolutions accurately in the IT service management (ITSM) systemEscalate unresolved or complex issues to Level 2/3 support teams in a timely mannerAssist with onboarding and offboarding activities such as workstation setup and account provisioningFollow standard operating procedures and security policiesDeliver professional, courteous, and customer-focused support to end usersParticipate in basic asset management and inventory trackingRequired Skills & Experience:Minimum of Associate's Degree in computer science or equivalent technical training/certification. Minimum of 2-4 years experience in desktop support, help desk, or technical support role for a mid-sized organization.Experience supporting on-site and remote work environments. IT certifications such as CompTIA A+, Microsoft Fundamentals, ITIL Certification, etc. preferred.Must have strong knowledge of Microsoft Windows 10/11 and Microsoft 365. Excellent written and verbal communication skills in English. Experience supporting desktop hardware and peripheralsFamiliarity with Autopilot and MDM systemsFamiliarity with Active Directory/Entra ID and basic user administrationExperience using ticketing systems (e.g. Jira, Freshservice, etc.)Customer service mindset, with an ability to provide clear verbal and written communications.Strong troubleshooting, problem-solvingAbility to work independently and manage multiple tasks in a fast-paced environmentExcellent interpersonal skills with a collaborative mindset to solve complex problems and work effectively across teams.Exceptional attention to detail, with the ability to manage multiple tasks and priorities efficiently.Highly motivated and proactive, with a passion for technology and a strong work ethic.Azure Cloud experience is a plus.Come join our growing team here in Parsippany! As NJ's Best Places to Work Honoree for three years in a row, we offer:Competitive compensationMedical, Dental, Vision, 401k matching, Life Insurance, medical expense cardPTO and Sick TimeCorporate events, team and culture building activities, employee awards and recognition, company trips and more!DOWC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact us for assistance.