Desktop Support Analyst , NY, White Plains

Position: Desktop Support Analyst Jobs in USA, NY, White Plains | Rose International Job
Required Education

Associates or a related field or equivalent experience

Preferred Education

Bachelor's degree in Information Technology Computer Science

Preferred Certifications

ITIL Foundation certification

Required Skills

One+ year of experience in a desktop support service desk or IT support environment

Exposure to Active Directory MFA tools, remote support utilities, and endpoint management platforms such as Intune and SCCM

Foundational understanding of ITIL-based ITSM concepts

Experience with ITSM tools such as Service Now Remedy Footprints

Working knowledge of Windows and or macOS operating systems

Familiarity with Microsoft 365, including Teams, SharePoint Online, One Drive, and Outlook

Strong troubleshooting and problem-solving skills with attention to detail

Ability to multitask, manage workloads, and prioritize effectively

Excellent communication, customer service, and teamwork skills

Project Overview

The Desktop Support Analyst provides hands-on technical support to end users across the organization, ensuring the timely resolution of incidents and service requests. The role focuses on delivering high-quality customer service supporting IT Service Management ITSM processes, and contributing to the stability and efficiency of desktop, mobile, and related end-user technologies. This position operates within ITIL-aligned service delivery practices and requires strong communication, troubleshooting, and organizational skills

Job Functions and Responsibilities

Provide day-to-day technical support for desktops, laptops, mobile devices, printers, and peripherals

Diagnose and resolve hardware, software, network, and application issues promptly

Use ITSM tools such as Service Now to manage incidents, service requests, and work orders

Follow ITIL-based processes, including Incident Management, Request Fulfillment, Change Management, Configuration Inventory Management, and Problem Management

Maintain accurate ticket documentation and ensure compliance with established service standards and SLAs

Assist in monitoring and improving service delivery using KPIs and trend analysis

Support deployment configuration and maintenance of end-user devices and software

Assist with application installations, updates, and troubleshooting

Help maintain CMDB accuracy and asset inventory updates

Deliver professional customer-focused support with clear communication and follow-through

Provide guidance and basic training to end users regarding system tools and standard procedures

Collaborate with cross-functional support teams, including network, cybersecurity, and application teams as needed

Create and update technical documentation, knowledge base articles, and process workflows

Participate in continuous improvement initiatives related to IT service delivery

• ** Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• ** Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**

Benefits:

For information and details on employment benefits offered with this position, please visit

here
. Should you have any questions/concerns, please contact our HR Department via our secure
website

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website

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Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise,

please contact our HR Department

Rose International has an official agreement (), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).