Desktop Support Analyst

We are looking for a dedicated Desktop Support Analyst to join our team. This position involves providing technical assistance to resolve hardware, software, and network-related issues while delivering excellent internal customer service.

Responsibilities:

• Manage and prioritize tickets in the unassigned queue to ensure timely resolution.
• Perform desktop support tasks such as software updates, device imaging using Microsoft Entra ID, and troubleshooting hardware issues.
• Diagnose and resolve technical problems across mobile devices, desktop systems, and network-related areas.
• Utilize the Autotask ticketing system to track, document, and manage support cases.
• Assist with basic networking tasks, requiring a high-level understanding of concepts.
• Generate reports and extract data to support operational needs.
• Deliver exceptional customer service to internal users, ensuring their technical concerns are addressed efficiently.
• Follow established processes and workflows to maintain consistency in support operations.
• Provide hands-on troubleshooting across a range of IT systems and tools.
• Collaborate with team members to address escalated issues requiring Level 2/3 support.