Desktop Support Analyst

Overview

• Provide comprehensive desktop support, ensuring seamless operation of hardware, software, and network systems for organizational efficiency.
• Troubleshoot and resolve technical issues promptly, maintaining high standards of user satisfaction and system performance.
• Install, configure, and optimize hardware and software to meet operational requirements and enhance productivity.
• Conduct user training sessions to improve system utilization and technical proficiency across teams.
• Collaborate with vendors and support teams to implement specialized solutions and upgrades.
• Contribute to strategic planning for technology advancements and infrastructure improvements.
• Ensure compliance with relevant regulations and standards in all technical operations.
• Maintain detailed documentation of technical processes, installations, and updates for organizational reference.
• Support the Systems Administrator and provide backup assistance as required.

Key Responsibilities & Duties

• Respond to service desk inquiries, resolving user issues effectively and efficiently.
• Develop and maintain computer images for user accounts and organizational devices.
• Install, test, and troubleshoot network hardware and peripheral devices to ensure functionality.
• Coordinate with external vendors for installations and specialized technical support.
• Document technical incidents, repairs, and installations for compliance and operational tracking.
• Manage software licenses and maintain control over media for organizational use.
• Assist in disaster recovery and business continuity planning and execution.
• Travel to various locations to provide on-site technical support and issue resolution.
• Ensure adherence to best practices in system management and user support.

Job Requirements

• Associate degree in Computer Science or related field required; Bachelor’s degree preferred.
• Minimum of 3 years of experience in end-user technical support; 5 years preferred.
• Proficiency in Windows OS, Microsoft Office Suite, and internet applications.
• Experience in network configuration and troubleshooting using TCP/IP protocols.
• Ability to install and configure software applications on PC operating systems.
• Valid driver’s license and willingness to travel for on-site support.
• Strong documentation skills for compliance and operational consistency.
• Availability for on-call support and occasional weekend or holiday work.
• Capability to lift and move equipment weighing up to 50 pounds.