About this role
The Desktop Support Analyst (End User Support Analyst — Level 2) provides end-to-end technical support for internal users across on-premise and cloud-based Microsoft environments. The role emphasizes endpoint support, user access, security tooling, and office technology, including Level 2 escalation and remote access troubleshooting.
Key Responsibilities
- Provide end-to-end client support via a ticketing system for local and remote users
- Serve as a Level 2 escalation point for end-user issues involving hardware, software, and access
- Support Office 365 administration including user setup and ongoing maintenance
- Administer Exchange Online including mailbox management and licensing
- Manage and troubleshoot remote access solutions including Microsoft DirectAccess and Pulse Secure VPN
Technical Overview
This position supports Microsoft-focused environments including Microsoft Office 365 administration, Exchange Online mailbox management and licensing, and endpoint/device management with Microsoft Intune. It also includes Active Directory and Group Policy administration, Windows support (including legacy), security tool support (Identity Protection and Multi-Factor Authentication), and remote access troubleshooting with Microsoft DirectAccess and Pulse Secure VPN.
Ideal Candidate
The ideal candidate is an IT support professional who can deliver Level 2 end user support for both local and remote users in Microsoft environments. They have hands-on experience administering Microsoft Office 365 (including Exchange Online), managing devices with Microsoft Intune, and supporting Active Directory and Group Policy, plus remote access troubleshooting using Microsoft DirectAccess and Pulse Secure VPN.
Must-Have Skills
Level 2 escalation pointProvide end-to-end client support via a ticketing systemOffice 365 administrationExchange Online administrationIntune and mobile device administrationSupport current and legacy Windows operating systemsAdminister Active Directory and Group Policycomputer imagingdeploymentand lifecycle supportSupport Microsoft security tools including Identity Protection and Multi-Factor AuthenticationManage and troubleshoot remote access solutions including Microsoft DirectAccess and Pulse Secure VPNnetwork printers and office automation systems
Nice-to-Have Skills
Provide coverage for senior systems administration functions as neededSupport conference room audio and video technologyAssist with building security systems and local network connectivity
Tools & Platforms
ticketing systemMicrosoft Office 365Exchange OnlineMicrosoft IntuneActive DirectoryGroup PolicyIdentity ProtectionMulti-Factor AuthenticationMicrosoft DirectAccessPulse Secure VPNWindows operating systemsremote access solutionsnetwork printersconference room audio and video technology
Required Skills
end-to-end client support via a ticketing systemLevel 2 escalation pointOffice 365 administrationExchange Online administrationmailbox managementlicensingIntune mobile device administrationWindows operating systems supportActive Directory administrationGroup Policy administrationcomputer imaging and deploymentlifecycle supportIdentity ProtectionMulti-Factor AuthenticationMicrosoft DirectAccessPulse Secure VPNremote access troubleshootingconference room audio and video technologysecurity systems supportlocal network connectivitynetwork printers support
Hard Skills
end-to-end technical supportendpoint supportuser accesssecurity toolsMicrosoft Office 365 administrationuser setupongoing maintenanceExchange Online administrationmailbox managementlicensingMicrosoft Intune administrationmobile device administrationlaptopstabletsphonesWindows operating systemsActive Directory administrationGroup Policy administrationmulti-domain organizationcomputer imagingdeploymentlifecycle supportworkstation configurationlaptop configurationmobile device supportMicrosoft security toolsIdentity ProtectionMulti-Factor Authenticationremote access solutionsMicrosoft DirectAccessPulse Secure VPNsystem alertssenior systems administration coverageconference room audio technologyconference room video technologysecurity systems supportlocal network connectivitynetwork printersoffice automation systemsticketing systemhardware supportsoftware supportaccess supporthardware and software troubleshootingremote support for local and remote users
Soft Skills
customer supportcommunicationserving as an escalation pointcollaboration with IT and infrastructure teamsproblem-solvingtroubleshooting
Keywords for Your Resume
Desktop Support AnalystEnd User Support Analyst - Level 2Level 2end-to-end technical supportticketing systemescalation pointOffice 365 administrationMicrosoft Office 365Exchange Onlinemailbox managementlicensingIntuneMicrosoft Intunemobile device administrationWindowsWindows operating systemsActive DirectoryGroup Policycomputer imagingdeploymentlifecycle supportIdentity ProtectionMulti-Factor AuthenticationMicrosoft DirectAccessPulse Secure VPNremote accessremote usersendpoint supportnetwork printers
Deal Breakers
Must have Level 2 end user support experience, Must have hands-on administration/support experience with Microsoft Office 365, Exchange Online, and Active Directory/Group Policy, Must have experience with Intune and Microsoft security tools including Identity Protection and Multi-Factor Authentication
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