Desktop Support Analyst

Desktop Support Analyst Overview

• The Desktop Support Analyst will provide exceptional IT support services in a hybrid work environment, ensuring seamless technology experiences for users.
• Collaborate with specialized IT teams and vendors to resolve complex technical issues and maintain system reliability.
• Support hardware lifecycle management, including procurement, deployment, replacement, and retirement of IT equipment.
• Deliver high-quality technical support for desktops, laptops, mobile devices, printers, and productivity applications.
• Ensure accurate asset inventory and documentation using IT Service Management platforms.
• Provide responsive deskside and remote technical support while meeting established service level agreements.
• Assist with employee onboarding and offboarding activities, including device provisioning and account readiness.
• Contribute to a professional and collaborative environment, supporting stakeholders at all organizational levels.
• Maintain confidentiality and discretion while handling sensitive information and technical challenges.

Desktop Support Analyst Key Responsibilities & Duties

• Troubleshoot and resolve hardware and software issues for desktops, laptops, printers, and mobile devices.
• Image, configure, deploy, and maintain workstations while performing routine system maintenance.
• Collaborate with IT teams and external vendors to address complex technical problems effectively.
• Maintain accurate asset inventory and documentation using ServiceNow and other tools.
• Support employee onboarding and offboarding processes, ensuring technology readiness.
• Manage hardware lifecycle activities, including procurement, deployment, and retirement.
• Deliver timely communication and resolution of assigned service requests.
• Provide technical support for applications, including Microsoft 365, Adobe Acrobat, and Nuance PDF.
• Assist with wireless networking and VPN connectivity across various platforms.

Desktop Support Analyst Job Requirements

• Associate degree in Information Technology or equivalent combination of education and experience.
• Minimum of five years of hands-on desktop support experience in a professional environment.
• Proficiency in Microsoft Windows operating systems and Microsoft 365 applications.
• Experience with IT Service Management platforms like ServiceNow and endpoint management tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Industry certifications such as CompTIA A+, Microsoft MD-100/MD-101 are preferred.
• Ability to prioritize assignments in a fast-paced, deadline-driven environment.
• Professional demeanor with excellent organizational and time management skills.
• Willingness to work flexible hours and occasional overtime as required.