ICDS Analyst I

JOB CODE TPN1029 Desktop Support Analyst I-USA MANAGEMENT LEVEL 9 Staff DISCIPLINE Information Technology REPORTS TO IT Support Supervisor FSLA CLASSIFICATION Hourly The Desktop Support Analyst I provides first-line technical assistance for end users across desktops, laptops, peripherals, and standard software. This role triages incidents, resolves common hardware and software issues, and escalates complex problems. The analyst follows defined procedures, maintains accurate ticket documentation, and delivers courteous, timely support onsite or remotely. Success requires strong troubleshooting, clear communication, and consistent adherence to security and compliance practices while contributing to a reliable end-user computing environment. Position Overview JOB CODE TPN1029 Desktop Support Analyst I-USA MANAGEMENT LEVEL 9 Staff DISCIPLINE Information Technology REPORTS TO IT Support Supervisor FSLA CLASSIFICATION Hourly The Desktop Support Analyst I provides first-line technical assistance for end users across desktops, laptops, peripherals, and standard software. This role triages incidents, resolves common hardware and software issues, and escalates complex problems. The analyst follows defined procedures, maintains accurate ticket documentation, and delivers courteous, timely support onsite or remotely. Success requires strong troubleshooting, clear communication, and consistent adherence to security and compliance practices while contributing to a reliable end-user computing environment. Essential Job Skills/Duties Respond to user requests via ticketing system. Troubleshoot Windows and macOS endpoints. Install, configure, and update desktop software. Set up and support printers and peripherals. Document resolutions and update knowledge base. Escalate issues per defined procedures. Required Technical Skills Windows 10/11 administration basics. macOS user support fundamentals. Microsoft 365 applications and Outlook. Active Directory user and device tasks. Remote support tools proficiency. Hardware diagnostics and replacement. Required Soft/Leadership Skills Clear, courteous customer communication. Prioritize workload and meet deadlines. Follow procedures with attention to detail. Collaborate effectively with team members. Maintain confidentiality and professionalism. Required Education & Experience High school diploma or equivalent. One year technical support experience. Experience with ticketing systems. Basic networking and security understanding. Preferred Education & Experience Associate degree in IT or related field. Two years desktop support experience. Experience supporting mixed OS environments. Required Licenses/Certifications Valid state identification. Preferred Licenses/Certifications CompTIA A+ certification. Microsoft 365 Fundamentals certification. Supervisory Responsibilities No direct supervisory responsibilities. Travel Requirements Travels: Occasional local site visits. % of Time: Up to 10%. Overnight Travel: Rare, as needed. Physical Demands & Working Conditions Stationary Position: Frequently Pushing/Pulling/Reaching: Occasionally Climb: Seldom Kneel: Occasionally Grab: Frequently Bend: Frequently Lift/Carry Over: Up to 40 lbs occasionally Vision: 20/20 corrected vision Hearing: Receive detailed information if spoken to Wet or Humid Conditions: Seldom Moving Mechanical Parts: Occasionally Heavy Machinery: Seldom High Places: Seldom Fumes or Airborne Particles: Seldom Toxic or Caustic Chemicals: Seldom Outdoor Frequency: Seldom Electricity: Occasionally Explosives: Never Radiation: Never Loud Noise: Occasionally Other Environmental: Typical office and server room