Desktop Support Analyst

Your Opportunity

Take the first step toward shaping your career as a Desktop Support Analyst within our Information Technology Services team. In this role, you’ll collaborate with experienced support professionals across the U.S., contribute to strategic IT initiatives alongside your peers, and gain exposure to a wide range of technical challenges. This dynamic environment offers the opportunity to apply creative, innovative problem‑solving skills while supporting a broad spectrum of IT issues.

Your Key Responsibilities 

• Provide excellent client service
• Configuration/reconfiguration of hardware, including workstations and printers including new office set up or acquisition work
• Analyze and resolve end-user hardware, software and connectivity issues which could be more complex in nature
• Coordinate with office staff during the hardware refresh process
• Create and update accurate and consistent records of all calls
• Monitor progress on problem resolution and advise users on status of issue
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to our internal clients

Your Capabilities and Credentials

• Ability to exercise independent judgment in carrying out routine and complex tasks and assignments, utilizing diverse procedures and methodologies.
• Full proficiency in a Microsoft Windows environment including Windows 11, MS Office 365, Microsoft System Center Configuration Manager.
• Current knowledge of PC hardware and the ability to set up, configure, and rebuild workstations.
• Proven troubleshooting skills to resolve complex issues.
• Experience with ServiceNow and engineering design applications a plus.
• Experience in an ITIL and SOX compliant organization a plus.
• Excellent customer relationship, communications, and interpersonal skills.
• Must be able to move, carry, and manipulate equipment up to 50 pounds.
• Valid driver’s license and satisfactory driving record are required.

Education and additional Experience

• Minimum of 5-6 years of related experience.
• Technical degree/diploma/certificate or equivalent in related field; or equivalent combination of education and experience may be considered.