Desktop Support Analyst I

Your Mission as a Desktop Support Analyst

• Provide technical support for desktops, laptops, printers, scanners, and peripherals
• Analyze user requests and incidents to determine appropriate resolutions
• Troubleshoot hardware and software issues via phone, chat, or in person
• Install, deploy, and maintain company systems, devices, and applications
• Track, manage, and resolve incidents and service requests using ticketing systems while meeting established SLAs
• Organize and participate in user meetings to discuss and resolve recurring or complex issues
• Perform software and system updates, including:
• Microsoft security patches
• Antivirus signature updates
• Other application updates
• Order parts and manage hardware repairs and asset maintenance
• Act as a point of contact for third-party vendors and service providers
• Create, edit, and maintain knowledge base articles
• Develop clear instructional materials to support self-service capabilities
• Troubleshoot system errors, reports, and processes to ensure optimal performance
• Support continuous improvement initiatives and special projects

What You Bring to the Team

• Education & Certifications
• Bachelor’s degree in computer science, IT, or related field OR
• Four (4) years of equivalent work experience
• A+ Certification required
• Experience & Skills
• Intermediate hardware and software troubleshooting skills
• Experience with Microsoft O365 Suite and SharePoint (preferred)
• Strong written and verbal communication skills
• Ability to provide sound technical advice and problem resolution
• Detail-oriented with strong organizational skills
• Ability to prioritize workload and meet deadlines
• Strong customer service mindset
• Ability to collaborate effectively within a team environment