Desktop Support Analyst

Description:

As a Desktop Support Analyst II, you’ll play a critical role in keeping our workforce connected and productive. You’ll provide hands-on and remote support for desktops, laptops, mobile devices, and peripherals, troubleshooting hardware and software issues in both Windows and macOS environments. This role is perfect for a tech-savvy professional who thrives on solving problems, delivering excellent customer service, and collaborating with IT teams to enhance system performance.

Job Description

Key Responsibilities
 

• Provide Level I & II support, troubleshooting hardware, software, and connectivity issues for end-users.
• Manage and resolve technical incidents and service requests through in-person, phone, and remote support.
• Ensure timely resolution of issues, meeting SLAs and performance metrics.
• Support deployments, moves, adds, and changes, ensuring smooth system rollouts.
• Utilize imaging software like SCCM for system configuration and deployment.
• Maintain and troubleshoot Windows, macOS, and peripheral devices to minimize downtime.
• Assist remote employees with connectivity tools and remote access solutions.
• Collaborate with service desk, network, and IT teams to resolve complex technical issues.
• Apply software updates, patches, and security enhancements to maintain system integrity.
• Deliver exceptional customer service, ensuring a seamless user experience.
• Identify and suggest process improvements to enhance IT efficiency and user satisfaction.
  
   

Qualifications & Skills

Education & Experience:
 

• Degree in Computer Information Technology (preferred) or equivalent experience.
• 4+ years of IT support experience, preferably in an enterprise environment with 500+ users.