Desktop Support Analyst

Position Description:
Plays a crucial role in ensuring the efficient functioning of an organization's IT infrastructure by providing technical assistance and support to end-users. This role involves responding to user inquiries, diagnosing, and resolving hardware and software issues, and maintaining the overall health of desktop systems. Collaborates with the IT team to address technical challenges, implement solutions, and contribute to the organization's IT strategy. This role requires a balance of technical expertise, effective communication, and a commitment to delivering high-quality support to end-users.
Minimum Qualifications:

• Associate’s degree in Information Technology, Computer Science, or a related field and/or relevant experience.

Preferred Experience:

• 5+ years of enterprise-level desktop support experience
• Experience in complex system implementations or upgrades
• Strong requirements gathering and business process analysis skills
• Experience working with cross-functional teams and vendors
• Proven troubleshooting skills for complex, high-impact issues
• Strong written and verbal communication skills

Responsibilities:
1. User Assistance:

• Respond to user inquiries and provide timely and effective technical support through various channels such as phone, email, and in-person interactions.
• Assist end-users with hardware and software-related issues, troubleshooting problems to resolution.

2. Installation and Configuration:

• Install, configure, and maintain desktop operating systems, software applications, and peripheral devices.
• Ensure that systems are up to date with the latest software patches and updates.

3. Hardware Maintenance:

• Conduct hardware diagnostics and resolve issues related to desktops, laptops, printers, and other peripherals.
• Perform hardware upgrades and replacements as required.

4. Collaboration and Escalation:

• Collaborate with the IT team to escalate and resolve complex technical issues.
• Communicate effectively with end-users and escalate problems to higher-level support when necessary.

5. Security and Compliance:

• Implement and enforce security measures to safeguard computer systems and data.
• Ensure compliance with organizational IT policies and industry best practices.

6. Documentation:

• Maintain accurate records of support requests, resolutions, and hardware/software inventory.
• Create and update documentation for IT processes, troubleshooting procedures, and user guides.

7. User Training:

• Provide basic training to end-users on IT concepts, applications, and best practices.
• Foster a proactive approach to prevent common issues through user education.