TP- Desktop Support Analyst

Description

Responsible for serving as the first point of contact for end‑user technical support, providing timely resolution of hardware, software, and connectivity issues. The Help Desk Technician will have strong customer service skills and a solid foundation in troubleshooting common IT problems. This position is the frontline of IT support for our user base — responsible for resolving hardware, software, and connectivity issues while maintaining a high standard of service and professionalism.

Responsibilities include deploying and maintaining workstations, managing user accounts within Microsoft 365, troubleshooting day‑to‑day IT problems, and ensuring reliable service delivery with professionalism and excellent communication.

• Respond to and resolve help desk tickets in a timely manner via phone, email, and in person.
• Set up, configure, and deploy workstations, laptops, printers, and peripherals for end users.
• Assist with user account creation, password resets, and permissions within Microsoft 365.
• Perform basic hardware and software troubleshooting and repairs.
• Maintain and update the IT asset inventory.
• Assist end users with Microsoft 365 applications, including Outlook, Teams, SharePoint, and One Drive.
• Install, update, and troubleshoot desktop software and business applications.
• Support basic mobile device setup and troubleshooting for company‑issued devices.
• Diagnose and resolve common hardware, software, and network connectivity issues.
• Document troubleshooting steps and solutions in the ticketing system for future reference.
• Provide hands‑on IT support for the local office, including desk‑side assistance.
• Escalate complex issues to senior IT staff or systems engineers as needed.
• Follow established security procedures and report potential threats or suspicious activity.
• Assist with endpoint protection updates and ensure antivirus software is current on all devices.
• Maintain help desk knowledge‑base articles and user guides.
• Track and manage IT equipment inventory, including check‑in and check‑out of loaner devices.
• All other duties as assigned.

• Minimum 3–5 years of corporate helpdesk or desktop support experience in an enterprise environment.
• Working knowledge of Windows 10/11 operating systems and basic Active Directory tasks (password resets, account unlocks).
• Familiarity with Microsoft 365 applications (Outlook, Teams, SharePoint, One Drive).
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi‑Fi troubleshooting).
• Experience with help desk ticketing systems (e.g., Service Now, Freshdesk, Jira Service Management).
• Ability to set up and troubleshoot desktops, laptops, printers, and mobile devices.
• Familiarity with remote support tools and techniques.

• CompTIA A+.
• CompTIA Network+ or similar networking certification.
• ITIL Foundation certification.
• Microsoft 365 Certified:
  Fundamentals.
• Familiarity with MDM platforms for mobile device support.

• Strong customer service orientation and patience when working with non‑technical users.
• Good problem‑solving skills and the ability to troubleshoot methodically.
• Strong hardware troubleshooting skills across Windows‑based endpoints.
• Excellent verbal and written communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills with the ability to manage multiple tickets and priorities.

Minimum of High School Diploma or GED equivalent.

• Ability to lift up to 40 lbs.
• Ability to walk job sites.

• Valid Driver’s License.
• OSHA 10 certification.