Desktop Support Analyst 1

About the role

The Desktop Support Analyst provides day‑to‑day technical assistance to both local and remote end‑users. Working through phone, email, instant messaging and remote‑access tools, the analyst resolves incidents, installs equipment and ensures a high level of service continuity.

Key responsibilities

• Log, categorize, prioritize and diagnose incidents and service requests via the ticketing system.
• Image, install, test and maintain desktops, laptops, thin‑client terminals, printers and related peripherals.
• Provide timely technical assistance within established SLAs and follow up with users through calls, IM or email.
• Participate in small and large‑scale PC projects, equipment moves and on‑call support rotations.
• Collaborate with the Asset Processing team to track hardware and software inventory.
• Assist Service Desk analysts with escalated technical requests and support Engineering and System Administration teams as needed.

Required profile

• 1‑2 years of hands‑on PC hardware/software support experience.
• Minimum 2 years of experience with networking, voice/data cabling, telecom and audio/visual systems.
• Minimum 2 years supporting mobile devices.
• High school diploma or equivalent work experience; ability to lift up to 50 lb equipment.
• Strong attention to detail, ability to work under pressure and manage multiple tasks.

Required skills

• PC hardware and software troubleshooting.
• Windows and macOS operating systems.
• Networking fundamentals and voice/data cabling.
• Telecom and audio/visual equipment support.
• Mobile device configuration and support.
• Imaging and deployment tools.
• Thin‑client terminals and printer maintenance.
• Remote‑access utilities and ticketing systems.

What we offer

• Opportunities to develop technical expertise across a broad range of IT services.
• Exposure to cross‑functional projects and on‑call rotation experience.
• Potential for professional growth through certifications and advanced support responsibilities.