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Protolabs

Posted 13 days ago

Open

Desktop Support Analyst

AmsterdamHybridFull-time

AI Summary

Provides L1/L2 Service Desk and onsite Desktop Support for employees, resolving hardware/software issues, managing endpoints (Windows/macOS), user onboarding/offboarding, and core workplace technology.

About this role

Be yourself at Protolabs
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.  We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace.  So 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.  We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself.  We strongly believe diversity makes for more successful teams.

Why Protolabs?
We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home.

We are looking for a Desktop Support Analyst to join our team in AMS!
This is an onsite, fixed-term role, and we are accepting applications from candidates based in the Netherlands.

The Desktop Support Analystis 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.

Sounds interesting? Apply now!

What you'll do

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
  • 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

    • What It Takes:

  • 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

    • Nice to have

  • 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's In It For You:

  • Part of our incredible journey is clearly down to our amazing team, and we strongly believe in giving people a space to truly, authentically be themselves. We also believe that treating our employees well and sprinkling a great place to work with some nice perks can make work a little sweeter.
  • Annual company bonus. We celebrate success together! Employees are not only rewarded for their achievements but also for contributing to the overall success of the business.
  • Wellness and well-being with access to OpenUp psychologists, practice mindfulness with Headspace and tons more.
  • Doggo-friendly office. We are big pet lovers and fully encourage hanging out with your (and your colleagues’) furry friends in the office
  • Daily Lunch and snacks are provided in the office; it's a moment for our teams to connect and recharge. Shared meals strengthen our bonds and fuel collaboration.
  • We offer learning and development days to be used for training or on volunteering, money to spend on learning courses, events, trainings, Access to our in-house LEARN platform with diverse courses, training, and workshops, In-house 3D Printing and much more!
  • Follow us on Instagram to see what Life at Protolabs is all about!

    • Skills

    Azure ADBashDHCPDNSDTCEntra IDFreshdeskJAMFJiraMacOSMFAMicrosoft 365OktaPowerShellServiceNowSSOTCP/IPVPNWi-FiWindows 11

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