ICDS Analyst

JOB CODE

TPN
1029

Desktop Support Analyst I-USA

MANAGEMENT LEVEL

9 Staff

DISCIPLINE

Information Technology

REPORTS TO

IT Support Supervisor

FSLA CLASSIFICATION

Hourly

The Desktop Support Analyst I provides first-line technical assistance for end users across desktops, laptops, peripherals, and standard software. This role triages incidents, resolves common hardware and software issues, and escalates complex problems. The analyst follows defined procedures, maintains accurate ticket documentation, and delivers courteous, timely support onsite or remotely. Success requires strong troubleshooting, clear communication, and consistent adherence to security and compliance practices while contributing to a reliable end-user computing environment.

• Respond to user requests via ticketing system.
• Troubleshoot Windows and macOS endpoints.
• Install, configure, and update desktop software.
• Set up and support printers and peripherals.
• Document resolutions and update knowledge base.
• Escalate issues per defined procedures.

• Windows 10/11 administration basics.
• macOS user support fundamentals.
• Microsoft 365 applications and Outlook.
• Active Directory user and device tasks.
• Remote support tools proficiency.
• Hardware diagnostics and replacement.

• Clear, courteous customer communication.
• Prioritize workload and meet deadlines.
• Follow procedures with attention to detail.
• Collaborate effectively with team members.
• Maintain confidentiality and professionalism.

• High school diploma or equivalent.
• One year technical support experience.
• Experience with ticketing systems.
• Basic networking and security understanding.

• Associate degree in IT or related field.
• Two years desktop support experience.
• Experience supporting mixed OS environments.

• Valid state identification.

• CompTIA A+ certification.
• Microsoft 365 Fundamentals certification.

• No direct supervisory responsibilities.

• Travels:
  Occasional local site visits.
• % of Time:
  Up to 10%.
• Overnight Travel:
  Rare, as needed.

• Stationary Position:
  Frequently
• Pushing/Pulling/Reaching:
  Occasionally
• Climb:
  Seldom
• Kneel:
  Occasionally
• Grab:
  Frequently
• Bend:
  Frequently
• Lift/Carry Over:
  Up to 40 lbs occasionally
• Vision: 20/20 corrected vision
• Hearing:
  Receive detailed information if spoken to
• Wet or Humid Conditions:
  Seldom
• Moving Mechanical Parts:
  Occasionally
• Heavy Machinery:
  Seldom
• High Places:
  Seldom
• Fumes or Airborne Particles:
  Seldom
• Toxic or Caustic Chemicals:
  Seldom
• Outdoor Frequency:
  Seldom
• Electricity:
  Occasionally
• Explosives:
  Never
• Radiation:
  Never
• Loud Noise:
  Occasionally
• Other Environmental:
  Typical office and server room

The Desktop Support Analyst I provides first-line technical assistance for end users across desktops, laptops, peripherals, and standard software. This role triages incidents, resolves common hardware and software issues, and escalates complex problems. The analyst follows defined procedures, maintains accurate ticket documentation, and delivers courteous, timely support onsite or remotely. Success requires strong troubleshooting, clear communication, and consistent adherence to security and compliance practices while contributing to a reliable end-user computing environment.