Desktop Support Analyst, Hubs
Fixed Term Contract
+ Annual company bonus
2-3 days a week in office
Digital manufacturing service provider
Be an early applicant
Digital manufacturing service provider
1001+ employees
Be an early applicant
+ Annual company bonus
2-3 days a week in office
1001+ employees
Company mission
To shape the future by bringing customer ideas to life across every stage of the product life cycle.
Role
Who you are
- 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
- Do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better
Desirable
- 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)
What the job involves
- 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
- Service Desk (L1/L2):
- 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
- Desktop/Endpoint Support:
- 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)
- Platform and identity:
- 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
- Operations and Process:
- 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
Our take
Digital manufacturing uses digital technologies like artificial intelligence and data analytics to automate and accelerate the manufacturing process. Protolabs helps manufacturing companies speed up the production of their products by producing components via its automated quoting and manufacturing system.
Focussing on commercial-grade plastic, metal and liquid silicone rubber, Protolabs operates across the entire manufacturing pipeline. In the first instance of development, its data analysis tools can highlight any potential problems that could arise in production, before they do. Automated manufacturing quotes are processed within hours and the parts required within days, backing up Protolabs’ claim to be the “world's fastest digital manufacturing service”.
The proof is in the pudding, but Protolabs' stats certainly back up this claim. Serving 60 countries and with 12 manufacturing facilities across the world, its clients include Google X and Paralympic-grade prosthetic limb company BioDapt. Its diverse range of clients speaks volumes about Protolab’s adaptability and efficiency in the digital manufacturing sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
27% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Mar 2019
$18m
SERIES C
Aug 2016
$7m
SERIES B
Total funding: $29.5m
Company HQ
Maple Plain, MN
Leadership
Suresh Krishna
(CEO & President)Prior to joining Protolas in 2025, Suresh was the CEO and President at Northern Tool + Equipment.
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