Desktop Support Analyst

General Summary:

The Desktop Support Analyst provides technical support, troubleshooting, and maintenance for desktop computers, laptops and related systems and equipment. This critical role collaborates closely with users to address and resolve issues related to hardware, software, network, printer, or remote connections. Support will be delivered via telephone, email, or in-person at the user's desk. Duties include assisting with infrastructure-related projects, including server installations, setups, configurations, and wireless network infrastructure management.

This is an on-site position.

Essential Duties and Responsibilities:

Technical Support

• Provide first-level technical support to end-users by diagnosing and resolving hardware, software, and network issues.
• Responds to support requests via phone, email, or in person and documents all interactions in the ticketing system.
• Assists users with operating system, application, and peripheral installations and configurations.
• Deploys, maintains, and troubleshoots desktop computers, laptops, printers, mobile devices, and other peripheral equipment.

System Maintenance

• Performs regular maintenance and updates on end-user devices to ensure optimal performance and security.
• Manages software installations, updates, and licensing in compliance with organizational policies.
• Coordinates with IT team members to deploy system-wide updates and patches.
• Monitors and manages user accounts, permissions, and access controls.

Infrastructure Support

• Administers and supports thin client servers
• Manages wireless networks and printers
• Maintain an accurate inventory of all IT assets, including hardware, software, and licenses.
• Track equipment allocations, returns, and repairs to ensure efficient resource utilization.
• Coordinate with vendors for purchasing, repairs, and warranty claims.

• Associate’s degree in computer science or related field.
• Minimum of 1 year experience in a Desktop Support role.
• Relevant certifications are highly desirable (CompTIA A , CompTIA Network , Google IT Support)
• Proficiency in Microsoft applications and anti-virus solutions
• Knowledge of Windows account administration
• Understanding of communications network protocols
• Familiarity with remote desktop support tools and techniques
• Strong interpersonal and communication skills
• Excellent organizational and time management skills; able to manage multiple priorities
• Demonstrated ability to adapt and grow
• Client-driven mindset