Desktop Support Analyst

Job Title / Role: Desktop Support AnalystKey Skills: Microsoft 365 administration, Active Directory and SCCM, Anti-virus/malware client, VPNExperience: 5+ YearsLocation: SFO, CAShift: General shiftMode: 5 Days work from officeWe at Coforge are seeking “Desktop Support Analyst” with the following skill-set:The Desktop Support Analyst is a hands-on technology champion who helps keep our corporate teams connected, productive, and confident in their tools. This role blends technical expertise, creative problem-solving, and exceptional customer service to resolve Tier 2 incidents and work orders across Windows and Mac environments. The Analyst partners closely with end users to diagnose issues, deliver secure and reliable solutions, support evolving software needs, and create a seamless technology experience that enables employees to do their best work.Primary responsibilities:Participate on a cross-functional team providing support to Windows and Mac equipment.This role is primarily an on-site position at corporate headquarters located in downtown San Francisco.Support the on-site Genius Bar experience by welcoming walk-up users, creating a support ticket for each request, triaging the issue immediately, and providing prompt hands-on assistance with professionalism, empathy, and a service-first attitude.Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.Be able to routinely lift 35 lbs. (16 kg)Position requires 50% walking as the team supports users on multiple floors.Requirements:Minimum of five (5) years related experience required in technical support and customer service.Strong communication skills and exceptional customer service orientation.The candidate must exhibit task and time management skills, oral and written communication skills, technical expertise, and a dedication to resolve problems effectively and efficiently while minimizing disruptions.Solid knowledge of all current Windows 10, Windows 11, Mac OS, and hardware.Well versed in Microsoft 365 administration, including user account support, license management, mailbox troubleshooting, and collaboration tools.Experience with enterprise wide OS/application refresh projects.Experience supporting Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, SharePoint, and Outlook.Experienced in supporting standard enterprise software, such as Anti-virus/malware client, VPN, etc.Experience with enterprise drive encryption technologies such as Bitlocker/MBAM.Experienced in supporting tablet and mobile devices in an enterprise setting.Ability to effectively present information and respond to questions from groups of managers, clients and customers.Ability to work independently and collaboratively with diverse groups in a team environment using logic based troubleshooting skills.Exceptional interpersonal skills, with a focus on listening and questioning skills.Ability to effectively prioritize and execute tasks in a high-pressure environment.Experience working in a team-oriented, collaborative environment.Able to demonstrate progressive experience in the field of technical support.Experience supporting Active Directory and SCCM.Hands-on experience with Jamf and Workspace ONE management portals for device management, deployment, inventory, compliance, and remote troubleshooting.Strong working knowledge of the Okta Admin portal, including user lifecycle support, application access, group assignments, and multi-factor authentication tools.