Desktop Support Analyst

Desktop Support Analyst

We are looking for a Desktop Support Analyst to join our Telecom Services team in Grand Rapids, Michigan in a contract capacity with permanent potential. This role focuses on delivering reliable desktop support for end users by resolving hardware and software issues, preparing and deploying systems, and helping maintain a stable computing environment. The ideal candidate is comfortable working in a fast-paced support setting, providing remote assistance, and contributing to team processes that improve service quality and user experience.

Responsibilities:

• Troubleshoot desktop, laptop, and thin-client issues by identifying root causes, repairing faults, and restoring end-user productivity.
• Handle support tickets and service requests efficiently, including remote problem resolution and coordination for equipment shipment when hands-on repair is needed.
• Install, configure, image, and deploy new computer systems while helping organize rollout activities for hardware refreshes and user onboarding.
• Perform software updates, hardware replacements, backup support, and diagnostic testing to keep devices secure, current, and fully operational.
• Support IT initiatives by contributing to departmental and cross-functional projects involving end-user technology and workplace systems.
• Guide fellow desktop support team members on standard procedures, provide process training, and reinforce consistent service delivery practices.
• Create and maintain support documentation and knowledge resources to strengthen team troubleshooting and improve issue resolution times.
• Track desktop support activity for compliance with established standards, and help ensure asset records and inventory processes remain accurate.
• Assist with hardware and software purchasing planning by offering operational input on support needs, device standards, and deployment readiness.