Desktop Support Analyst

Contract position based in Bellevue, WA – hybrid schedule, 3 days per week on-site.

About the role

Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels. Support teams of developers and engineers, as well as senior executives and C-suite personnel with high service expectations.

Responsibilities

• Assess the need for and implement performance upgrades to hardware, including installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, RAM, memory chips, CD-ROMs, and other components.
• Collaborate with network technicians and administrators to ensure efficient operation of the company’s desktop computing environment.
• Administer and resolve issues with associated end-user technology, networking, or software products.
• Receive and respond to incoming calls and/or e-mails regarding desktop problems.
• Perform moves, adds, and change (MAC) requests as submitted via the service desk tool.
• Ensure physical desktop connections and wireless connectors between PCs and servers are in proper working order.
• Prepare tests and applications for monitoring desktop performance; provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Develop and maintain an inventory of all defined assets.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Liaise with third-party support and IT hardware vendors as necessary.
• Conduct research on desktop products in support of IT procurement and development efforts; evaluate and recommend products for purchase.
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Set up, maintain, and provide real-time support for boardroom AV, video conferencing, and presentation systems used by executives.
• Handle sensitive information with absolute professionalism and confidentiality.
• Prioritize independently, manage a ticket queue, and proactively flag or fix issues before they reach executives.

Requirements

• Active Directory Administration
• M365 troubleshooting
• Windows OS troubleshooting and support
• Prior experience with IT projects (refreshes, deployment efforts, office moves, etc.)
• Printer setup and troubleshooting
• Exchange/Email and mobility support
• Deployment and imaging (Intune or SCCM)
• Strong hands-on networking skills
• Strong hands-on skills across macOS and Windows 11, including MDM tools such as Jamf and Intune
• Full ownership of laptops and other IT equipment in the office
• Experience supporting senior executives and C-suite personnel

Pay

The pay range for this position is $32.00 - $40.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short- and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)