Desktop Support Analyst

Overview

• Provide technical support for desktop systems, network hardware, and software applications.
• Troubleshoot and resolve end-user issues efficiently and according to company standards.
• Install, configure, and maintain hardware and software for optimal performance.
• Conduct training sessions to enhance user understanding of systems and tools.
• Collaborate with third-party vendors and support teams for specialized solutions.
• Participate in strategic planning for future hardware and technology needs.
• Ensure compliance with federal, state, and local regulations in all operations.
• Maintain detailed documentation of installations, repairs, and system updates.
• Provide backup support for Systems Administrator as required.

Key Responsibilities & Duties

• Respond promptly to Service Desk calls and emails to address user issues.
• Create and maintain computer images for user accounts and devices.
• Install, test, and troubleshoot network and peripheral devices.
• Supervise contract-based installations and coordinate with external vendors.
• Provide training to users on system functionalities and best practices.
• Document hardware failures, repairs, and installations for compliance.
• Maintain software licenses and media control for organizational use.
• Support disaster recovery and business continuity plans as needed.
• Travel to various locations for on-site analysis and resolution of issues.

Job Requirements

• Associate degree in Computer Science or related field required; Bachelor’s degree preferred.
• Minimum of 3 years of experience in end-user support; 5 years preferred.
• Proficiency in Windows OS, Microsoft Office Suite, and internet applications.
• Experience with network configuration and troubleshooting using TCP/IP protocols.
• Ability to install and configure software applications on PC operating systems.
• Valid driver’s license and ability to travel regularly to various locations.
• 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 up to 50 pounds.