IT Support Analyst II - Desktop Systems

Title: IT Support Analyst II - Desktop Systems

Location: USA Walnut Creek, CA - WR

Full time

Job Description:

ABOUT WIND RIVER  

Wind River is a global leader in delivering software for mission-critical intelligent systems. For more than four decades, the company has been an innovator and pioneer, powering billions of systems that require the highest levels of security, safety, and reliability.   

Wind River helps customers across automotive, aerospace, defense, industrial, medical, and telecommunications industries solve complex technology challenges on their journey toward the new intelligent machine economy. The company’s software powers generation after generation of the safest, most secure systems in the world.  Examples include playing a key role in NASA space missions such as Artemis I, the James Webb Space Telescope, and multiple Mars rovers. We’ve achieved recent 5G milestones including the world’s first successful 5G data session with Verizon and building one of the largest Open RAN networks in the world with Vodafone.  

The company has received industry recognition for its technology innovation and leadership, and for its workplace culture, including global Great Place to Work certification and being named a “Top Workplace” for ten consecutive years. If you want to be part of a unique culture where the lived experience is based on our cultural attributes of growth mindset, customer-focus, and diversity, equity, inclusion & belonging, come join us and help advance the future software defined world. 

YOUR ROLE 

As an Analyst II - Desktop Systems, you will provide comprehensive desktop support to users across the Walnut Creek campus, remote offices, and small office/home office environments throughout North America. You will serve as a key point of contact for end users, partnering with IT support teams to troubleshoot and resolve desktop, server, and network-related issues. 

HOW YOU WILL CONTRIBUTE  

• Deliver end-user support for desktop-related issues, ensuring efficient and timely resolution across multiple locations.

• Collaborate with IT personnel to assist in diagnosing and resolving server and network failures impacting user productivity.

• Participate in global IT projects, working with colleagues from other Wind River locations to support cross-functional initiatives.

• Work closely with the North American Desktop Systems team and Remote Systems Administrators to maintain consistent support standards.

• Provide occasional off-hours and evening support as required to ensure continuity of service.

• Maintain a strong on-site presence at the Walnut Creek campus to support local users and infrastructure.

In your daily job you will: 

• Install, configure, and troubleshoot desktop systems and workstations across Windows, Linux, and macOS environments 

• Provide responsive help desk support, ensuring timely issue resolution and appropriate escalation 

• Provide Microsoft Teams conferencing support 

• Collaborate with global IT teams to diagnose and resolve technical problems efficiently 

• Support global IT projects and take ownership of Walnut Creek-based initiatives as needed 

• Develop and document procedures, guidelines, and best practices for end users 

• Communicate complex technical concepts clearly to technical and non-technical audiences 

• Evaluate and test new hardware and software solutions for the desktop environment 

• Deliver user training on standard and specialized applications 

• Maintain accountability for issue resolution, customer service, and follow-through 

• Build and sustain strong relationships with internal stakeholders and customers 

Key Performance Indicators

• Customer satisfaction

• ServiceNow work report

Key skills and competencies for succeeding in this role are: 

• 3-5 years of hands-on desktop support experience, with a solid understanding of network support and systems administration 

• Bachelor's degree or equivalent IT certifications 

• Proven ability to support a large user base, including troubleshooting and configuration of workstations and peripheral devices 

• Strong expertise in Windows and macOS operating systems 

• Working knowledge of Microsoft Office 365 and other enterprise desktop productivity tools 

• Experience supporting Microsoft Teams features such as webinars and breakout rooms is desirable 

• Familiarity with IT service management platforms such as ServiceNow is preferred 

• Knowledge of Linux distributions such as Ubuntu or CentOS is a plus 

• Strong technical documentation and communication skills 

• Self-motivated and able to work independently with guided supervision while maintaining high-performance standards 

BENEFITS  

• Hybrid work model for workplace flexibility  

• Comprehensive health, dental, and life insurance  

• Short and long-term disability coverage  

• 401(k) plan for financial security 

• Flexible time-off policies for work-life balance  

• Employee assistance program for mental well-being  

• Learning benefits, including a LinkedIn Learning subscription and seminars  

Compensation

This role is compensation range is between $70,00 to $90,000 USD plus annual incentive plan bonus. Compensation is determined through interviews and a review of the education, experience, knowledge, skills, location, and abilities of the applicant, and equity with other team members. Employees in this role are also eligible for the following benefits in accordance with the terms of the Company's plans: health, dental, vision insurance, life insurance, flex time off, eligibility to enroll in 401k, and 12 paid holidays.