Desktop Support Technician - Helpdesk Analyst

Responsibilities

• Deploy, configure, and maintain desktop and laptop computers, peripherals, mobile devices, and software applications for local and remote employees.
• Troubleshoot and resolve hardware and software issues using diagnostic tools and escalation procedures.
• Manage IT asset inventory and coordinate equipment procurement and lifecycle management.
• Maintain Windows Deployment Services (WDS) infrastructure.
• Cook up with third-party vendors for equipment maintenance and on-site repair services.
• Provision and manage user identities, access controls, and group memberships using Active Directory and/or Entra ID.
• Perform regular system patching, updates, and security hardening to maintain compliance and system integrity.
• Deliver technical training and onboarding support to end-users on hardware, software, and other applications as needed.
• Document technical processes, maintain knowledge base articles, and update system documentation.
• Resolve IT support requests through ticketing queue system.

Qualifications

• Certifications like CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft IT Support Specialist Professional, or equivalent.
• Strong attention to detail and ability to follow procedures accurately.
• Technical knowledge of operating systems, hardware, software and applications.
• Basic proficiency in Windows and MAC operating systems.
• Basic knowledge of Networking.
• Excellent Customer Service and Communication skills.
• Excellent Problem-Solving and Time Management skills.
• Positive attitude and eagerness to learn new technologies.
• Flexible availability to support a 24/7 on call rotation.

Beneficial

• 2+ years of experience as a Desktop Support Technician
• 2+ years of customer service experience in an IT organization.
• Bachelor’s degree Information Technology or a related field, or equivalent experience.
• Familiarity with Jira/Confluence.