Desktop Support Analyst Jobs in USA, NY, White Plains | Rose International Job

Project OverviewThe 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 skillsJob Functions and 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 ServiceNow 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 including network cybersecurity and application teams as needed
• Create and update technical documentation knowledge base articles and process workflows
• Participate in continuous improvement initiatives related to IT service deliverySkills
• Foundational understanding of ITIL based ITSM concepts
• Experience with ITSM tools such as ServiceNow Remedy Footprints
• Working knowledge of Windows and or macOS operating systems
• Familiarity with Microsoft 365 including Teams SharePoint Online OneDrive and 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 skillsRequired Education
• Associates or a related field or equivalent experience
• One to five years of experience in desktop support service desk or IT support environmentPreferred Education
• bachelor's degree in information technology computer science Preferred Certifications
• ITIL Foundation certification preferred or required depending on department standards
• Exposure to Active Directory MFA tools remote support utilities and endpoint management platforms such as Intune and SCCM
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

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