Desktop Support Analyst

Desktop Support AnalystThe Desktop Support Analyst works to ensure proper computer and mobile device operation in support of essential business tasks for approximately 3,200 users across 150+ office locations. This includes actively resolving help requests in a timely manner, helping to maintain all applicable software applications and hardware, while continuing ongoing learning of new technology. Problem resolution will involve the use of diagnostic and service management tracking tools, as well as providing in-person, hands-on help at the desktop level, phone support, and chat/email support. Success DefinedProvide exceptional customer service support in person, on the phone or through chat/emailUtilize helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLA''sInstall and configure computer hardware, software, and printersInvestigate, diagnose and resolve computer software and hardware issuesAssist with onboarding of new usersAssign users and computers to proper groups in Active Directory and manage security settings on files, folders and shares.Managing stock of equipment and other supplies Support use of the Microsoft 365 Platform SharePoint / OneDrive standards and use Teams / PBX use Office Suite Training Maintain Technology service desk policies and procedures Develop Knowledgebase articles for Technology group and end users Manage Technology assets and maintain software / hardware inventory Qualifications Undergraduate degree in Computer Science, Information Technology, or a similar technical field 5 or more years'' experience in a similar role Essential Technology Skills Extensive knowledge of Microsoft Active Directory, Windows 10, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virmalware removal, and productivity applications (Office 365, Google Apps, Adobe, Okta, Zoom, etc.) Working knowledge of ticketing platforms (Freshdesk preferred), operating systems migrations, automated deployment of software packages and updates Strong working knowledge of networking, wireless, servers, telecom and security principles Excellent interpersonal skills and command of written/spoken English, with the ability to communicate complex information easily and tactfully to a variety of audiences Ability to work independently and take initiative; demonstrated ability to identify and troubleshoot complex problems and see them through to a resolution Professional and service-oriented demeanor; must be able to work cooperatively with users and external partners Excellent attendance and punctualityAvailable to work on occasional evenings and weekends (as needed) Technical certifications a plus (e.g. MCP, MCSE, ITIL, A+, etc.)Fluency in written and spoken Latin American Spanish a plus - provided by Dice

Created: 2025-11-15