Desktop and Mobility Support Analyst II

Are you passionate about solving complex technical challenges and delivering a seamless end-user experience? We're looking for a Desktop and Mobility Support Analyst II to provide advanced support across our enterprise environment, ensuring our workforce stays connected, productive, and secure.

This Desktop and Mobility Support Analyst II role offers a unique opportunity to take full ownership of IT support within a fast-paced, highly visible office environment. You'll serve as the go-to technical resource, managing everything from hands-on break/fix support and Tier 1-3 troubleshooting to device deployment, imaging, and lifecycle management using tools like Intune, Active Directory, and ITSM platforms such as ServiceNow. The role combines both Windows endpoint and iOS device support, giving you broad exposure across modern enterprise technologies, including Azure and Microsoft 365. What sets this position apart is the autonomy! You will operate independently, building strong relationships with end users while ensuring critical systems stay up and running. It's an ideal fit for someone who thrives in a self-directed environment, enjoys solving complex problems, and wants to make a direct, tangible impact on daily operations.

Your responsibilities as our Desktop and Mobility Support Analyst II will include:

• Provide advanced Tier 1-3 support for Windows desktops and laptops, troubleshooting complex hardware and software issues with minimal user disruption.
• Install, upgrade, patch, and maintain Windows systems while managing configurations and enforcing enterprise standards.
• Oversee the full IT asset lifecycle, including provisioning, deployment, inventory management, and decommissioning.
• Administer corporate iOS devices through MDM tools, ensuring proper enrollment, configuration, and security compliance.
• Support application lifecycle activities, maintain documentation, and collaborate cross-functionally to drive process improvements and technical projects.

The following experience and exposure is needed for MISO's Desktop and Mobility Support Analyst II:

• Strong experience in Windows laptop/desktop support, including advanced troubleshooting of hardware, software, system configuration, and security issues in an enterprise environment.
• Proven experience providing Tier 1-3 desktop support in an enterprise environment, including hands-on troubleshooting, break/fix support, and resolving hardware and software issues.
• Experience managing the full endpoint lifecycle, including provisioning, imaging, patching, configuration management, and asset decommissioning, and using tools like Intune and Active Directory.
• Proficiency with mobile device management (MDM) tools and iOS administration, along with the ability to ensure device security and compliance.
• Proven ability to troubleshoot complex technical issues, with strong communication, documentation, and collaboration skills.
• Experience working within ITSM platforms (e.g., ServiceNow) to manage and resolve tickets while maintaining high service standards and responsiveness.
• Ability to successfully manage tasks independently in a high-velocity work environment.
• Participate in a 24x7 on-call rotation.
• 5+ years of experience.

Certifications Preferred:

• ITIL preferred
• CompTIA A+ preferred
• Microsoft Endpoint/365 Certifications

Appropriate level will be determined based upon experience and knowledge.

Transformative innovation is happening in the electric industry, from digitalizing homes and distributed resources to renewable energy and an ever-changing grid. MISO manages the electricity superhighway in the Central U.S. and through use of groundbreaking research and advanced technology, our highly skilled employees ensure power flows reliably to 45 million Americans. Operating the electricity grid, running a robust energy market, planning for a bright future - it's what our immensely hardworking and dedicated team does every day.

The base salary compensation range being offered for this role is $71,000 - $96,000 USD annually. Base salary range for this position is included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, and qualifications/experience.

Position is also eligible for an annual bonus if individual performance and company objectives are met. At MISO we offer a comprehensive benefits package, including 401k, vacation, sick and safe time, available on your first day of employment.

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