Desktop Support Technician

Desktop Support Technician – Technical Analyst

Our digital solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners and deliver reliable, customer-centric technology services.

The Technical Analyst II provides efficient, timely, and responsive technical support to corporate associates, ensuring reliable operation of end-user systems, devices, and enterprise applications. This role primarily supports associates in a corporate office environment (Framingham, MA) and remote users, delivering high-quality deskside and remote support services.

Operating within defined procedures and under general supervision, the Technical Analyst II independently resolves a wide range of routine and moderately complex technical issues, while escalating more complex problems as appropriate. The role plays a key part in maintaining system performance, supporting hardware and software deployments, and ensuring a seamless end-user experience.

This position contributes to day-to-day operational success by coordinating service delivery activities, supporting technical initiatives such as PC refresh cycles, and proactively identifying opportunities for process improvement within the support function.

What you’ll be doing:

• Provide daily technical support to corporate and remote associates, including troubleshooting hardware, software, and mobile device issues
• Respond to and resolve incidents and service requests in accordance with established service levels
• Image and deploy desktops and laptops using enterprise tools (e.g., SCCM, Intune), including installation of approved software
• Perform PC refresh activities, including device setup, data migration, and post-deployment support
• Configure and support peripherals and network-connected devices, including printers and mobile devices
• Provide remote troubleshooting and resolution where applicable to minimize downtime
• Assist users with data and settings identification and restoration during device transitions
• Decommission and securely remove assets, ensuring proper data handling and compliance with company standards
• Maintain accurate documentation of incidents, service activities, and technical procedures
• Collaborate with internal teams, vendors, and stakeholders to ensure effective issue resolution and customer satisfaction
• Participate in on-call support rotation for a limited group of priority users, as required