Desktop Support Analyst

Project Overview

The Desktop Support Analyst provides hands on technical support to end users across the organization, ensuring 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 & Responsibilities

• Provide day to day technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware, software, network, and application issues in a timely manner. 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 systems, tools, and standard procedures.
• Collaborate with cross-functional support teams (network, cybersecurity, 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.

Skills

• Foundational understanding of ITIL-based ITSM concepts.
• Experience with ITSM tools (Service Now, Remedy, Footprints, etc.).
• Working knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365 (Teams, SharePoint Online, One Drive, 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.

Education & Certifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1 5 years of experience in desktop support, service desk, or IT support environment.
• Experience supporting end user hardware, software, and enterprise applications preferred.
• ITIL Foundation certification is preferred or required depending on department standards.
• Exposure to Active Directory, MFA tools, remote support utilities, and endpoint management platforms (e.g., Intune, SCCM).
• Experience supporting enterprise environments and collaborating with multiple IT teams.