Desktop Support Analyst

Lakeside HR Group has been engaged to recruit for a proactive and skilled IT Desktop Support Analyst to join our client's dynamic IT team. This hybrid role is based out of Atlanta and will focus on imaging, onboarding, user management, and providing outstanding technical support for Windows-based systems, Active Directory, and Azure environments. The ideal candidate will have strong troubleshooting abilities, excellent customer service skills, and a "can-do" attitude. You will be responsible for ensuring our users are set up and supported with the necessary tools and systems for optimal productivity.

Key Responsibilities:

• Imaging & Setup: Create, configure, and deploy desktop images for end-users, ensuring consistency and efficiency across systems.
• Onboarding & User Management: Assist with onboarding new employees by setting up workstations, software applications, and user accounts in Active Directory and Entra ID.
• Support: Provide technical support for issues related to computers, hardware, software, and networking equipment ensuring devices are up-to-date and running optimally both remotely and in person.
• Active Directory & Entra ID: Create and manage user accounts, permissions, and group memberships in Active Directory and Entra ID, ensuring compliance with security protocols.
• Security: Enforce and maintain security policies on desktops and laptops, including antivirus software, patching, and data encryption to protect the organization’s network and sensitive data.
• Customer Service: Deliver exceptional customer service by addressing end-user issues, troubleshooting problems, and providing timely resolutions in a professional and courteous manner.
• Incident Management: Respond to IT support tickets, prioritize based on urgency, and ensure issues are resolved in a timely manner while providing exceptional customer service.
• Collaboration: Work closely with other IT team members and departments to ensure smooth operation and integration of all systems and services.
• Documentation: Maintain accurate documentation for all support activities, imaging processes, and system configurations in the knowledge base for future reference.

Required Qualifications:

• 3 years of experience in desktop support, IT support, or a similar technical role.
• Experience with common operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office Suite, etc.).
• Experience with Active Directory, Exchange, and cloud-based services (e.g., Microsoft 365, Google Workspace)
• Familiarity with desktop imaging tools and methods (e.g., Microsoft Deployment Toolkit, SCCM).
• Knowledge of IT security best practices, including encryption, antivirus, and patch management.
• Excellent problem-solving and troubleshooting skills.
• Strong interpersonal and communication skills, with a focus on customer service and collaboration.
• A "can-do" attitude with the ability to adapt to new challenges and continuously improve processes.
• Ability to manage multiple tasks simultaneously and prioritize effectively.

Preferred Qualifications:

• Certifications such as CompTIA A , Microsoft Certified: Windows Desktop Support, or similar credentials.
• Familiarity with cloud technologies (Office 365, Azure, Intune, etc.).
• Experience with remote monitoring tools and support methodologies.
• Experience supporting users and hardware in a multi-site organization.
• Experience with network administration and infrastructure management.
• Familiarity with virtualization technologies (VMware, Hyper-V, etc.).
• Knowledge of IT service management tools (e.g., ServiceNow, Jira).
• Basic scripting or automation skills (e.g., PowerShell, Python).

Why Join Us:

• A hybrid work environment offering a balance of in-office collaboration and remote flexibility.
• Work in a collaborative and supportive team environment.
• Opportunity for growth and career advancement within the IT department.
• Access to continuous learning and professional development.
• Competitive salary and benefits package.

If you are a motivated IT professional with a passion for customer service and a strong technical background, we encourage you to apply and become part of our innovative team!