Desktop Support Analyst

Responsibilities

• Provide first-line technical support by phone, remote channels, and in person, ensuring issues are assessed, prioritized, resolved, or escalated in a timely manner.
• Support the rollout of Windows 11 on newly issued devices and assist with upgrading existing computers from Windows 10.
• Deliver post-deployment assistance to employees by addressing technical problems, answering usage questions, and minimizing disruption to daily work.
• Investigate desktop, software, and account-related incidents, document findings, and keep ticket records updated with status, root cause, and resolution details.
• Partner with the broader support team to coordinate migration activities and maintain a smooth user experience throughout deployment efforts.
• Prepare and maintain support documentation, including procedures, user guidance, training references, and frequently asked questions.
• Configure and support endpoint devices using enterprise management tools such as Autopilot, Intune, SCCM, or similar platforms.
• Aid with user and device administration tasks involving Active Directory, Microsoft 365 environments, and related admin portals.

Requirements

• 2+ years of experience in technical support, desktop support, or help desk environments.
• Hands-on experience with Windows 10 and Windows 11 troubleshooting, deployment, or upgrade support.
• Working knowledge of Active Directory, including user and group administration.
• Familiarity with service desk ticketing processes and maintaining accurate support records.
• Experience with Microsoft 365 tools and administrative platforms such as Exchange, Azure, or related services.
• Exposure to endpoint management solutions such as SCCM, Intune, AirWatch, Autopilot, or comparable tools.
• Strong customer service, communication, and interpersonal skills with the ability to support both technical and non-technical users.
• Ability to learn new technologies quickly, work independently, and handle sensitive information with professionalism.

Qualifications

Commensurate with experience.

Skills

Not specified.

Benefits

Not specified.

Pay

TBD.

Schedule

TBD.