IT Associate Desktop support analyst

About the role

The IT Associate Desktop Support Analyst plays a critical frontline role in ensuring the smooth, day-to-day functionality of an organization's technology environment. This position serves as a primary point of contact for end-users experiencing technical issues, helping to minimize disruptions to business operations and maintain productivity across the organization.

Responsibilities

• Troubleshoot and resolve a wide range of technical problems, including hardware malfunctions, software issues, system access concerns, and network connectivity challenges.
• Deliver exceptional customer service by communicating clearly and professionally with users of varying technical skill levels, demonstrating patience, empathy, and a solutions-oriented mindset.
• Build trust and maintain positive relationships with end-users to achieve high levels of client satisfaction.
• Participate actively as a collaborative team player within the IT department, contributing to team objectives by sharing knowledge, documenting solutions, and assisting colleagues when needed.
• Support system updates, device deployments, and process improvements to enhance overall IT service delivery.

Requirements

• High School diploma required.
• Bachelor’s degree is preferred but not required.
• At least two to four years of experience required in related field.
• ITIL or other relevant certifications preferred but not required.
• Strong technical knowledge, understanding of IT systems and networks.
• Excellent interpersonal and verbal/communication skills.
• Attention to detail and a proactive approach to problem-solving.

Qualifications

• MAC and IOS products preferred.

Skills

• Troubleshooting issues.
• Incident / Technical Troubleshooting and Issue Resolution.
• Gather detailed information from end users about reported issues.
• Perform initial diagnostics and troubleshooting steps based on the information provided.
• Oversee timely and effective resolution of technical issues.
• Analyze trends in reported issues to identify and address common problems.
• Escalate complex problems to appropriate support teams for resolution.
• Ensure & enforce best practices.
• Coordinate with other IT teams to ensure the fastest and most efficient resolution to critical problems.
• Develop and maintain comprehensive knowledge base to assist in incident resolution.
• Document all actions taken and update the ticket with the status and resolution.
• Monitor the help desk ticketing system for new support requests.
• Prioritize and categorize tickets based on urgency and impact.
• Maintain accurate and up-to-date documentation of known issues, troubleshooting steps, and resolutions.
• Create or update knowledge base articles for common issues to facilitate self-service support.
• Share knowledge and insights with the team to improve overall efficiency and problem-solving.

Benefits

• Pre-employment drug screening and background check required.

Pay

Hourly Pay: $22.83. The salary range reflects the anticipated base salary for this position at the time of posting. Final compensation may vary based on factors including experience, skills, education.

Schedule

Full-Time On call rotation.