Desktop Support Analyst

Location: Strawberry Plains

Description

We are looking for a Desktop Support Analyst to provide hands-on technical support for a contract position based in Tennessee. This role will focus on assisting employees with computer replacements, setting up newly issued devices, and ensuring users can access core business tools without disruption. The position also includes preparing returned equipment for reuse through imaging, validation, and inventory tracking while delivering detail-oriented on-site support throughout the deployment process.

Responsibilities:

- Coordinate directly with employees to schedule workstation swap appointments and deliver replacement laptops efficiently.

- Guide users through initial Windows sign-in, device setup, and access verification for Outlook, Teams, One Drive, printers, and network resources.

- Confirm that user files, synchronized content, and essential settings are available on newly assigned computers.

- Troubleshoot common issues related to authentication, application access, syncing, connectivity, and browser configuration during deployment.

- Collect legacy devices after successful replacement and verify that required data has been transferred before preparing equipment for reuse.

- Reimage returned computers using approved desktop imaging standards, complete setup tasks, and validate readiness for redeployment using Microsoft InTune.

- Maintain accurate asset records for issued and recovered devices to support inventory control throughout the project.

- Escalate complex issues involving permissions, infrastructure, or specialized applications to the appropriate IT or OT teams.

- Keep deployment, reimaging, and troubleshooting inventory organized and communicate progress, exceptions, and risks to the designated project lead.

Requirements

- Experience providing desktop support for laptops and workstations in an on-site enterprise environment.

- Hands-on knowledge of Windows 11, desktop hardware, and standard workstation troubleshooting methods.

- Proficiency with desktop imaging processes, device preparation, and post-imaging validation using Microsoft InTune.

- Familiarity with Active Directory for basic user and device support activities.

- Ability to support Microsoft 365 applications such as Outlook, Teams, and One Drive during end-user setup.

- Strong documentation skills with the ability to track assets, deployment status, and technical issues accurately.

- Effective communication skills and the ability to work directly with end users in a detail-oriented, service-oriented manner.

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