The Desktop Support Analyst is the face of IT for our employees—resolving tickets, supporting endpoints (Windows/macOS), managing user onboarding/offboarding, and keeping our core workplace tech running smoothly. This role combines Service Desk (L1/L2) responsibilities with onsite and remote Desktop Support.
What you'll do
- Act as first and second line support for incidents and requests via ticketing system, chat, email, and walk-ups
- Triage, diagnose, and resolve hardware/software issues; escalate to L3/vendors when needed
- Own tickets end-to-end, meeting SLAs and maintaining clear communication with users
- Create and maintain knowledge base articles, FAQs, and user guides
- Support account lifecycle: onboarding, access provisioning, offboarding, permissions reviews
- Set up and support conferencing tools, AV equipment, and meeting rooms
- Provide remote support for distributed teams and home-office setups
- Build, deploy, and maintain endpoints (Windows and macOS), including imaging and configuration
- Administer MDM/endpoint management (DTC, Jamf) for policy, profiles, compliance, and patching
- nstall and support core productivity suites (Microsoft 365), VPN, and collaboration tools
- Manage endpoint security (EDR/antivirus, disk encryption, OS/app patching)
- Support peripherals (printers, docks, webcams), mobile devices, and basic network connectivity
- Maintain hardware inventory and asset lifecycle (purchase requests, tracking, RMA, disposal)
- Support identity and access management (AD/Microsoft Entra/Okta), MFA, and SSO apps
- Perform routine admin tasks in Microsoft 365 (Exchange, Teams, SharePoint)
- Assist with SaaS onboarding, license management, and application troubleshooting
- Perform routine admin tasks in Microsoft 365 (Exchange, Teams, SharePoint)
- Assist with SaaS onboarding, license management, and application troubleshooting
- Contribute to ITIL-aligned processes: incident, request, problem, change, CMDB/asset
- Document standards, runbooks, and diagrams for repeatable support
- Collaborate with Security on compliance, endpoint posture, and awareness initiatives
- Coordinate with vendors for escalations or repairs
Service Desk (L1/L2)
Desktop/Endpoint Support
Platform and identity
What It Takes:
- 2–5 years in Service Desk/Desktop Support or similar IT Engineering role
- Strong troubleshooting across Windows 11 and macOS; iOS/Android a plus
- Experience with ticketing systems (e.g., Freshdesk, Jira, ServiceNow) and remote support tools
- Hands-on with MDM/endpoint management (DTC, Jamf, or similar) and endpoint security tools
- Working knowledge of Microsoft 365 administration; basic Azure AD/Entra ID concepts (groups, MFA, SSO)
- Understanding of networking fundamentals (TCP/IP, DHCP/DNS, VPN, Wi Fi)
- Scripting/automation fundamentals (PowerShell, Bash) for routine tasks and reporting
- Excellent customer service, communication, and documentation skills; able to translate tech for non-technical users
- Organized, proactive, comfortable prioritizing in a fast-paced environment
- English proficiency; additional local language(s) preferred: German, French, Dutch, Italian
- Excellent communication and collaboration skills
- Associate’s Degree in Information Technology
- ITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified, or JAMF certifications
- Experience with Okta, Teams, 8x8 and AV ecosystems
- Exposure to compliance frameworks (ISO 27001, SOC 2) and device hardening standards
- SLA attainment and first-contact resolution rate
- CSAT/user satisfaction scores
- Endpoint compliance and patch currency
- Excellent interpersonal and customer-facing skills
- Analytical problem solver with attention to detail
- Able to work independently and as part of a team
- Comfortable working under SLA pressure and handling escalations calmly
- Willingness to occasionally travel between sites and perform some manual handling (lifting hardware)
Nice to have
What's In It For You:
- Part of our incredible journey is clearly down to our amazing team, and we strongly believe in giving people a space to truly, authentically be themselves. We also believe that treating our employees well and sprinkling a great place to work with some nice perks can make work a little sweeter.
- Annual company bonus. We celebrate success together! Employees are not only rewarded for their achievements but also for contributing to the overall success of the business.
- Wellness and well-being with access to OpenUp psychologists, practice mindfulness with Headspace and tons more.
- Doggo-friendly office. We are big pet lovers and fully encourage hanging out with your (and your colleagues’) furry friends in the office
- Daily Lunch and snacks are provided in the office; it's a moment for our teams to connect and recharge. Shared meals strengthen our bonds and fuel collaboration.
- We offer learning and development days to be used for training or on volunteering, money to spend on learning courses, events, trainings, Access to our in-house LEARN platform with diverse courses, training, and workshops, In-house 3D Printing and much more!
- Follow us on Instagram to see what Life at Protolabs is all about!
Skills Required
- 2-5 years of experience in Service Desk, Desktop Support, or a similar IT engineering role
- Strong troubleshooting experience with Windows 11 and macOS
- Experience with ticketing systems such as Freshdesk, Jira, or ServiceNow
- Experience with remote support tools
- Hands-on experience with MDM or endpoint management, such as DTC or Jamf
- Experience with endpoint security tools
- Working knowledge of Microsoft 365 administration
- Basic knowledge of Azure AD or Microsoft Entra ID, including groups, MFA, and SSO
- Understanding of networking fundamentals, including TCP/IP, DHCP, DNS, VPN, and Wi-Fi
- Scripting or automation fundamentals using PowerShell or Bash
- Excellent customer service, communication, and documentation skills
- Ability to prioritize work in a fast-paced environment
- English proficiency
- Additional local language proficiency, such as German, French, Dutch, or Italian
- Associate's degree in Information Technology
- ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft 365 Certified, or Jamf certification
- Experience with Okta, Teams, 8x8, and AV ecosystems
- Exposure to ISO 27001, SOC 2, and device hardening standards
- Willingness to occasionally travel between sites and perform manual handling, including lifting hardware
Protolabs Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Protolabs and has not been reviewed or approved by Protolabs.
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Healthcare Strength — Medical, dental, and vision options are broadly available and described as good to excellent. Additional protections like short- and long-term disability and life insurance bolster the overall package.
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Leave & Time Off Breadth — A starting PTO allotment plus paid holidays, along with added wellness and volunteer time, is emphasized, with some roles noting PTO growth over tenure. Paid caregiver leave appears in postings and supports flexibility for life events.
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Retirement Support — A 401(k) with company match and immediate vesting is offered, supporting long-term savings. This foundation is frequently cited alongside core financial benefits as a strong element of total rewards.
Protolabs Insights
What We Do
Protolabs is the world's fastest digital manufacturing source for rapid prototyping and on-demand production. The technology-enabled company produces custom parts and assemblies in as fast as 1 day with automated 3D printing, CNC machining, sheet metal fabrication, and injection molding processes. Our digital approach to manufacturing enables accelerated time to market, reduces development and production costs, and minimizes risk throughout the product life cycle. 3D Printing Our 3D printing service offers a wide selection of materials and technologies to create prototypes and end-use parts with complex geometries and detailed features. With tight process controls, careful design reviews, and extensive quality monitoring, we ensure precise and repeatable 3D-printed parts, every time. CNC Machining We use 3- and 5-axis milling along with turning to machine parts from commercial-grade plastics and metals. Our online quoting system and automated manufacturing process enable us to ship parts within 24 hours, helping customers accelerate development and reduce time to market. Sheet Metal Fabrication Protolabs is an industry leader in quick-turn sheet metal parts for both prototyping and low-volume production. Our digital approach to manufacturing enables us to fabricate sheet metal parts in as fast as 5 days. Additionally, we can support our customers’ development efforts with component assemblies, several finish options, and screen printing. Injection Molding Our injection molding service offers two options—prototyping and on-demand manufacturing—which provide customers a tooling solution that aligns with their project’s requirements. It’s used for quick-turn prototyping, bridge tooling, and low-volume production of up to 10,000+ parts in 15 days or less.
