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Desktop Support Analyst (On-Site Roseville)

The Desktop Support Analyst provides onsite deskside support for employees, resolves daily service requests, and acts as the primary escalation point for the Tier 1 Help Desk. This role ensures the availability, reliability, and performance of end-user technology and supports key IT operations.

Key Responsibilities

• Monitor the ITSM ticketing system; assign, resolve, or escalate incoming requests.
• Provide remote and onsite support for hardware, software, networking, and account-related issues within established SLAs.
• Assist users with technical needs and general inquiries.
• Perform account management tasks, including onboarding, offboarding, and access adjustments.
• Manage and track IT assets, including imaging, deployment, break/fix, and inventory updates.
• Lift, move, and set up hardware such as PCs, monitors, and printers.
• Process RMAs and coordinate with vendors for hardware replacement.
• Conduct basic server, network, and UCaaS administration when required.
• Maintain accurate ticket documentation, troubleshooting notes, and follow-up communication.
• Collaborate with engineering teams to resolve escalated or recurring technical issues.
• Create and update technical documentation, job aids, and knowledge base articles.
• Perform additional duties as assigned by management.

Required Qualifications

• 2+ years of experience in a Tier 1 IT Help Desk or desktop support environment.
• Hands-on experience troubleshooting Windows hardware, drivers, and components.
• Proficiency in:
• Windows 10+ Enterprise & macOS
• Microsoft Office 365 Suite
• Microsoft 365 Administration
• Microsoft Intune
• Microsoft Exchange
• Active Directory / Azure AD hybrid environments
• Networking fundamentals (wired/wireless)
• Android & iOS mobile devices
• Printers (network and local)
• Antivirus tools
• Remote support platforms

Skills & Competencies

Problem Solving: Strong analytical abilities; resourceful in identifying solutions. Attention to Detail: Accurate documentation; effective multitasking; organized. Communication: Clear, professional verbal and written communication; customer focused. Customer Service: Demonstrates empathy, patience, active listening, and adaptability. Teamwork: Works well independently and collaboratively, respectfully.

Physical Requirements

• Ability to lift up to 75 lbs with reasonable accommodation.
• Ability to stand or sit for extended periods.

Preferred Certifications

• Microsoft Technology Associate (MTA)
• Apple Certified Mac Technician (ACMT)
• CompTIA A+
• HDI Customer Service Representative (HDI-CSR)

Work Environment

• 100% on-site role in Roseville.

APMC Culture

We are committed to fostering a culture of Respect, Transparency, and Scrappiness. Employees are encouraged to support:

• APMCares, our charitable organization dedicated to helping APM families and local communities.
• Office of Diversity, which promotes diversity within our workforce and the communities we serve.