Desktop Support Analyst

Position Title: Desktop Support Analyst

Location: Pleasant Hill, Iowa Onsite

Salary: $80,000/Annum

Tech M/ Fidelity & Guaranty Life Insurance Company

Job Summary

The Desktop Analyst provides hardware, software, and application support for Windows and Mac devices and conducts desktop and laptop imaging and software deployment. In addition, this role will respond to and solve customer support incidents using appropriate ITSM tools.

Primary Duties & Responsibilities

• Conduct desktop and laptop imaging and software deployment
• Assist in ensuring all F&G end user systems are compliant with required security standards
• Support IT infrastructure project tasks and continue ongoing support as assigned

Other Duties as Assigned

• Provide hardware, software, and application support for Windows and Mac devices
• Respond to and solve customer support incidents using appropriate ITSM tools
• Follow Standard Operating Procedures for desktop virtualization environments
• Follow F&G desktop related testing strategies and document results
• Diagnose and troubleshoot problems with the virtualization desktop environment
• Review, test, and deploy various software and application related updates through various deployment mechanisms and systems

Experience & Education Requirements

• Associate's degree (preferred emphasis in Computer Science or MIS) or equivalent experience
• In-depth understanding and working knowledge of desktop operating systems
• Understanding of desktop virtualization concepts and strategies
• 0-3 years of experience working within an IT organization in the financial services industry

Preferred Requirements

• Understanding of VMware virtualization with a focus on VDI
• Understanding of application virtualization and application streaming concepts and strategies
• Experience delivering VDI to various types of endpoint devices
• Experience integrating and supporting Microsoft Windows in a VDI environment
• Solid technical background in desktop support on a Microsoft Windows network
• Solid knowledge of laptop, desktop, and peripheral hardware
• Solid knowledge of various incident ticketing systems

Skills & Abilities

• Strong customer service skills
• Organizational, communication, and time management skills
• Interpersonal and presentation skills for interacting with team members and business units
• Analytical, problem solving, and decision-making skills
• Ability to work in a team environment

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Last Updated: May 6th, 2026

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