Desktop Support Analyst

Job Title: IT Support Contractor – Laptop & Desktop Level 2 (Desktop Technician)

Pay rate: 30 Per hour

Location: Clark, NJ,07066 (ONSITE)

Type : W2 contract

Position Summary: We are seeking an experienced and customer-focused Level 2 Desktop Support Analyst to help serve as the primary face of our IT team at our R&I Campus IT Kiosk. In this highly visible role, you will provide exceptional walk‑up support to our campus employees, resolving a wide range of hardware, software, and connectivity issues. You will also act as an escalation point for Level 1 support and ensure all incidents are handled efficiently through our Service Now ticketing system.

Key Responsibilities:

• Kiosk & Walk-Up Support: Provide immediate, face‑to‑face technical assistance for employees visiting the IT Kiosk, ensuring a welcoming and service‑oriented experience.
• Hardware & Hardware Setup: Configure, image, deploy, and troubleshoot laptops, desktops, mobile devices (iOS/Android), Cisco IP phone handsets, and MS Teams Room Equipment.
• Software & Application Support: Install and troubleshoot company standard software, including Windows 11, Mac OS, Microsoft Office 365, Microsoft Teams, and Adobe Creative Cloud.
• Account Administration: Manage and maintain user accounts via AAD and O365.
• Audio/Visual & Peripheral Support: Support conference room AV equipment (including Microsoft Teams Rooms), network printers, and other PC peripherals.
• Ticketing & Documentation: Take ownership of issues from end‑to‑end using Service Now. Document resolutions, contribute to Knowledge Base articles, and update hardware/software asset inventory data.
• Security & Network Compliance: Ensure all endpoints comply with corporate security/antivirus policies. Perform basic troubleshooting for LAN, Wi‑Fi, and TCP/IP connectivity issues.
• Mentorship: Act as an escalation point and mentor for Level 1 team members. Follow standard operating processes (SOPs) and SLA guidelines.

Qualifications & Requirements:

• Experience: Bachelor’s degree in a related field OR 3–5 years of proven experience as a Desktop Support Analyst.
• Certifications: CompTIA A+ certification or equivalent knowledge is highly preferred.
• Technical
  
  Skills:
  
  
• Strong proficiency in Windows 11 and Mac OS environments.
• Expert knowledge of Microsoft Office 365 and Active Directory administration.
• Experience with Service Now (or similar ITSM ticketing systems) and remote support tools (e.g., Bomgar).
• Solid understanding of basic networking (TCP/IP, Wi‑Fi) and endpoint security protocols.

Soft Skills:

• Clear and effective written and verbal communication skills, with the ability to easily explain technical concepts to non-technical users. Fluent in English; multilingual abilities are a strong plus to support our diverse workforce.
• Highly customer-focused with a strong service orientation, patience, and welcoming demeanor.
• Organized, detail-oriented, and capable of prioritizing tasks in a fast-paced, walk‑up environment.
• Strong critical thinking and strategic problem-solving abilities.