What are the responsibilities and job description for the Desktop Support Analyst position at TriHire Solutions?
The Desktop Analyst plays a crucial role in providing primary 2nd and 3rd level support to our user community. This position is responsible for the daily deployment, maintenance, and support of desktop systems. The ideal candidate will collaborate closely with the Helpdesk and other IT teams to ensure timely and reliable service delivery.
Responsibilities:
- Install, configure, and troubleshoot desktop and laptop hardware, peripherals, operating systems, and firm-specific software.
- Diagnose and resolve client-side network connectivity issues, including hardware (NIC/cabling) and software (application connectivity to servers/Internet).
- Configure and troubleshoot HP network class and local printers.
- Manage interoffice computer equipment moves and new employee setups.
- Troubleshoot remote access issues, both software and hardware-related.
- Set up and troubleshoot various smartphone devices.
- Research and resolve software/hardware errors through OEMs, vendors, and technical literature, or escalate to appropriate teams as needed.
- Monitor the desktop ticket queue, respond promptly to tickets, and keep users informed of status and resolutions, adhering to service level agreements.
- Document cases in the ticket management software, annotate updates, and properly document final resolutions.
- Perform audio-visual setups, including video conferencing, LCD projectors, laptops, and live webcast configurations, working closely with AV and Conference Services teams.
- Maintain and document inventory and supply needs, such as monitors, keyboards, mice, and other peripherals.
- Assume operational responsibilities as required.
Qualifications:
- Bachelor's degree preferred.
- 3 years of desktop support experience in a professional services environment, with law firm experience preferred.
- Proficiency in Windows 11, Active Directory, O365, iManage, Intune Company Portal, Microsoft Authenticator, System Center Endpoint Protection, Citrix, VPN, and common hardware (desktops, laptops, smartphones, HP printers, and scanners).
- Ability to quickly learn and master new applications and software.
- Exceptional hardware and software problem-solving and analytical skills.
- Demonstrated experience with rollouts, migrations, and upgrades.
- Excellent written and verbal communication skills.
- Strong organizational and administrative abilities.
- Attention to detail and ability to follow through on tasks.
- Creative problem-solving skills, reasoning ability, and logical thinking.
- Ability to work under pressure, prioritize tasks, and meet deadlines.
- Strong interpersonal skills and ability to collaborate with colleagues at all levels.
- Independent work ethic and team player mentality.
- Outstanding customer service skills.
- Enthusiastic, proactive, and positive attitude.
- Self-motivated and committed to quality work.
- High level of integrity and honesty.
- MTA/MCSA certification and specialized computer training preferred.
