Desktop Support Analyst

Job Summary

The Desktop Support Analyst is responsible for all in-house repairs of laptop and desktop computers, servicing equipment and imaging and inventory. This position will receive, prioritize, document and actively resolve end-user service desk tickets as well as troubleshoot Operating System and application issues. This position reports to the Manager, IT Client Services.


Duties and Responsibilities

  • Perform installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
  • Determine appropriate hardware and software based on corporate policy and end user requirements
  • Analyze and resolve end-user hardware, software and connectivity issues which could be more complex in nature
  • Configuration/reconfiguration of hardware, including workstations and printers including new office set up or acquisition work
  • Image new PCs with IT's default image as the PCs arrive from distributor; update image as necessary
  • Monitor progress on problem resolution and advise users on status of issue
  • Provide technical support to a large, remote team of employees who depend upon Information Technology to be successful
  • Provide A/V Support for in-house meetings and events
  • Log, monitor, and report to customers the status of requests.
  • Complete assigned projects in a timely and effective manner.
  • Monitor and track IT assets, inventory and warranty periods of machines
  • Other projects and assignments may result and be assigned to accommodate the changing needs of the department and the Company.


Basic Qualifications

  • Associates Degree in IT or related field required.
    • Experience will be considered in lieu of a degree.
  • 3-5 years of related work experience required.
  • Linux experience and Mac OSx experience.
  • Strong problem solving and technical troubleshooting skills.
  • Strong Microsoft Windows and Office skills required.
  • Working knowledge of all Microsoft Windows workstation Operating Systems support.
  • Active Directory, remote controlling software skills.
  • Experience with Wireless network – basic setup and troubleshooting for PCs, smartphones, and tablets.
  • Experience with Virtual Private Networks (VPN).
  • Experience with Conference Room A/V technologies
  • Working knowledge of Anti-Virus Software.
  • Cloud software experience.
  • No travel is expected in this position.


Preferred Qualifications

  • CompTIA A+ certification preferred.
  • Security + certification preferred.