Desktop Support Analyst

Responsibilities

• Troubleshoot and resolve user issues related to computers, IP-based phones, printers, and other office equipment.
• Install and configure new computers, IP-based phones, printers, and other office equipment to ensure consistent performance.
• Monitor the Ticketing System, responding to tickets promptly to meet service‑level objectives.
• Serve as an escalation point for complex issues that Service Desk Specialist‑I team members encounter.
• Maintain detailed logs of work completed and actions taken to ensure ticket resolutions are documented thoroughly.
• Aid in deploying and configuring network equipment, including firewalls, modems, and switches, to support secure, efficient connectivity.
• Create and configure new hire accounts, ensuring appropriate access levels for seamless onboarding.
• Troubleshoot advanced technical issues, providing higher‑level solutions that prevent recurring problems.
• Assist in inventory management, keeping IT supplies and equipment organized for quick access and replenishment.
• All other duties assigned.

• A four‑year college degree or equivalent industry training and certifications.
• A minimum of three (3) years Systems Engineering experience.
• Experience managing Office 365, SQL server, and other MSFT servers.
• Expertise in Microsoft Office Suite.
• Flexible availability, including after‑hours or weekend work as needed.
• Proficiency with Windows Powershell.
• Experience working with Service Management tools. Sys Aid and JIRA preferred.
• Excellent analytical, problem‑solving, and critical thinking.
• Time management, prioritization and organization with the ability to prioritize activities and drive multiple tasks at once.
• Networking and cultivating productive working relationships.
• Working with all levels within an organization including senior executives, managers, front lines, corporate and technical staff.
• Demonstrated client relationship skills with a strong commitment to satisfying customers.
• Strong writing skills, as well as the ability to articulate security‑related concepts to a broad range of technical and non‑technical staff.
• Be a proficient problem‑solver that is able to work autonomously.
• Strong written and verbal communication skills with the ability to effectively relate security‑related concepts to a broad range of technical and non‑technical staff.