Desktop Support Analyst

Protolabs

. Act as first- and second-line support for incidents and requests through ticketing system, chat, email, and walk-ups .

Posted 9/15/2026full-timeAmsterdam • NetherlandsJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Service Desk/Desktop Support with a strong focus on troubleshooting Windows 11 and macOS environments, alongside proficiency in Microsoft 365 administration and endpoint management. Capable of providing excellent customer service while managing incidents and requests efficiently.

Highest-signal resume keywords

Service Desk/Desktop SupportWindows 11 TroubleshootingMicrosoft 365 AdministrationMDM/Endpoint ManagementTicketing Systems Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingEndpoint ManagementScripting with PowerShellNetworking FundamentalsMicrosoft 365 AdministrationAV Equipment SupportIdentity and Access ManagementDevice Hardening StandardsRemote SupportTicketing Systems

Soft Skills

Excellent Customer ServiceCommunication SkillsOrganizational SkillsProactive AttitudeAbility to Translate Technical Concepts

Tools & Technologies

Microsoft 365FreshdeskJiraServiceNowOktaJamfDTC8x8VPNAV Ecosystems

Certifications & Qualifications

ITIL FoundationCompTIA A+CompTIA Network+Microsoft 365 CertifiedJAMF Certification

Industry Keywords

ITILISO 27001SOC 2Device HardeningAsset Lifecycle Management

Tech Stack

Tools & technologies

AndroidAzureDNSiOSJamfMacOSServiceNowTCP/IP

About the role

Key responsibilities & impact

Act as first- and second-line support for incidents and requests through ticketing system, chat, email, and walk-ups
Triage, diagnose, resolve, and escalate hardware/software issues
Own tickets end-to-end while meeting SLAs and communicating clearly with users
Create and maintain knowledge base articles, FAQs, and user guides
Support onboarding, access provisioning, offboarding, and 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, image, configure, and maintain Windows and macOS endpoints
Administer MDM/endpoint management for policies, profiles, compliance, and patching
Install and support Microsoft 365, VPN, and collaboration tools
Manage endpoint security, including EDR/antivirus, disk encryption, and OS/application patching
Support peripherals, mobile devices, and basic network connectivity
Maintain hardware inventory and asset lifecycle, including purchasing, tracking, RMA, and disposal
Support identity and access management using AD, Microsoft Entra, and Okta, including MFA and SSO applications
Perform routine administration in Microsoft 365, including Exchange, Teams, and SharePoint
Assist with SaaS onboarding, license management, and application troubleshooting
Contribute to ITIL-aligned incident, request, problem, change, CMDB, and asset processes
Document standards, runbooks, and diagrams
Collaborate with Security on compliance, endpoint posture, and awareness initiatives
Coordinate with vendors for escalations and repairs

Requirements

What you’ll need

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 such as Freshdesk, Jira, or ServiceNow and remote support tools
Hands-on experience with MDM/endpoint management such as DTC or Jamf and endpoint security tools
Working knowledge of Microsoft 365 administration
Basic Azure AD/Entra ID concepts, including groups, MFA, and SSO
Understanding of networking fundamentals: TCP/IP, DHCP/DNS, VPN, and Wi-Fi
Scripting/automation fundamentals with PowerShell or Bash
Excellent customer service, communication, and documentation skills
Ability to translate technical concepts for non-technical users
Organized, proactive, and comfortable prioritizing in a fast-paced environment
English proficiency
Associate’s Degree in Information Technology preferred as a nice-to-have
ITIL Foundation, CompTIA A+/Network+, Microsoft 365 Certified, or JAMF certifications preferred as nice-to-haves
Experience with Okta, Teams, 8x8, and AV ecosystems preferred
Exposure to ISO 27001, SOC 2, and device hardening standards preferred
Willingness to occasionally travel between sites and perform manual handling such as lifting hardware

Benefits

Comp & perks

Annual company bonus
Access to OpenUp psychologists
Headspace mindfulness access
Dog-friendly office
Daily lunch and snacks provided in the office
Learning and development days for training or volunteering
Money for learning courses, events, and trainings
Access to the in-house LEARN platform with courses, training, and workshops
In-house 3D printing