Associate Desktop Support Analyst VH IT Endpoint Services Northgate-Association Dr

Associate Desktop Support Analyst – VH IT Endpoint Services – Northgate-400 Association Dr. (Job )

Location:

US:

WV:

Charleston

Installs and supports new and/or existing microprocessor-based computing systems and associated peripheral computing devices. Determines required hardware and software collaboratively with end-users and other support teams while adhering to I/S standards, policies, and procedures. Responds to outages and other critical events, including go‑live support and on‑call requests outside core business hours. May troubleshoot with other I/S teams and train end‑users on equipment.

Responsible for the upkeep, configuration, and reliable operation of computing systems, printers, and peripherals. Demonstrates a basic understanding of service level agreements, departmental change control processes, and a sufficient level of cybersecurity knowledge.

• Frequently works under direct supervision, following written instructions and established procedures to accomplish assigned tasks.
• Handles mainly standardized duties, resolving routine questions and problems, and seeks guidance from higher level team members on complex issues. Performs some advanced technical work as part of training and development.
• Utilizes the current service management solution to work incident and service request tickets in accordance with agreed‑upon SLAs throughout the ticket lifecycle.
• Installs, upgrades, and tests new or existing microprocessor‑based computing systems, printers, peripherals, and other supported devices.
• Troubleshoots microprocessor‑based computing systems, printers, peripherals, and other supported devices.
• Troubleshoots the operating system and installed software on microprocessor‑based computing devices.
• Responds to all desktop‑related requests, including work efforts and PMO projects.
• Responds to all unplanned outages and critical events.
• Handles all IT assets across the asset lifecycle in accordance with established policies and procedures, from acquisition to disposition.
• Produces all relevant documentation, including step‑by‑step instructions, installation and configuration settings, and quick reference cards.

The incumbent should be able to install, upgrade, troubleshoot, and document microprocessor‑based computing systems, printers, peripherals, and other supported devices. The role requires managing service tickets, responding to outages, handling the IT asset lifecycle, producing clear documentation, operating within service level agreements, and maintaining basic cybersecurity knowledge.

High School Diploma or GED required. Preferred: certification or associate degree or equivalent experience. Preferred: one year of related experience.

Days

Full Time Regular 1.0

Northgate-400 Association Dr., Charleston, WV