TP- Desktop Support Analyst

Responsibilities

• Respond to and resolve help desk tickets in a timely manner via phone, email, and in person.
• Set up, configure, and deploy workstations, laptops, printers, and peripherals for end users.
• Affix user account creation, password resets, and permissions within Microsoft 365.
• Perform basic hardware and software troubleshooting and repairs.
• Maintain and update the IT asset inventory.
• Assist end users with Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Install, update, and troubleshoot desktop software and business applications.
• Support basic mobile device setup and troubleshooting for company-issued devices.
• Diagnose and resolve common hardware, software, and network connectivity issues.
• Document troubleshooting steps and solutions in the ticketing system for future reference.
• Provide hands-on IT support for the local office, including desk-side assistance.
• Escalate complex issues to senior IT staff or systems engineers as needed.
• Follow established security procedures and report potential threats or suspicious activity.
• Affix endpoint protection updates and ensure antivirus software is current on all devices.

Qualifications and Experience

• Minimum 3–5 years of corporate helpdesk or desktop support experience in an enterprise environment.
• Working knowledge of Windows 10/11 operating systems and basic Active Directory tasks (password resets, account unlocks).
• Familiarity with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting).
• Experience with help desk ticketing systems (e.g., ServiceNow, Freshdesk, Jira Service Management).
• Experience setting up and troubleshooting desktops, laptops, printers, and mobile devices.
• Familiarity with remote support tools and techniques.

Job Skills

• Strong customer service orientation and patience when working with non-technical users.
• Good problem-solving skills and the ability to troubleshoot methodically.
• Strong hardware troubleshooting skills across Windows-based endpoints.
• Excellent verbal and written communication skills.
• Able to work independently and as part of a team.
• Strong organizational skills with the ability to manage multiple tickets and priorities.