Desktop Support Analyst

Responsibilities

• Serve as the first point of contact for end-user technical support requests via phone, email, and ticketing systems.
• Log, track, prioritize, and manage support tickets while ensuring timely resolution and communication with users.
• Perform initial troubleshooting and diagnosis of hardware, software, operating system, network connectivity, and application-related issues.
• Escalate unresolved incidents to the appropriate support teams and coordinate follow-up activities through resolution.
• Provide regular updates to end users regarding ticket status and expected resolution timelines.
• Process new hire, employee termination, and workstation move requests, ensuring all required systems and access are provisioned appropriately.
• Create, modify, and maintain Active Directory user accounts, profiles, and permissions.
• Cook up with third-party vendors when necessary and maintain accurate documentation of support activities.
• Install, configure, troubleshoot, and repair desktop and laptop hardware, peripherals, and related equipment.
• Deploy and connect workstations to corporate networks and business systems.
• Perform workstation setup, equipment relocation, software installations, and desktop imaging activities.
• Support data migration efforts and user onboarding initiatives.
• Maintain and manage loaner laptop inventory and related asset tracking processes.
• Absorb workstation support and support team initiatives as needed.
• Document technical issues, resolutions, and support procedures to improve service delivery.
• Perform additional duties and projects as assigned by management.

Qualifications

• Experience providing Help Desk and/or Desktop Support in a corporate environment.
• Strong customer service skills with a commitment to delivering an exceptional end-user experience.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience troubleshooting Windows-based desktops, laptops, printers, and common business applications.
• Familiarity with Active Directory user administration.
• Ability to work independently with minimal supervision while maintaining a high level of accuracy and professionalism.
• Strong sense of urgency and responsiveness when addressing user issues and business-critical incidents.