Description Overview: As a Desktop Support Analyst, you will be responsible for providing technical assistance and support to end-users for desktop hardware, software, and peripherals. You will troubleshoot issues, perform installations and upgrades, and ensure that users have the tools and resources they need to be productive. Your role will involve both remote support and on-site assistance, with a focus on delivering excellent customer service and resolving issues in a timely manner.Responsibilities:
Technical Support: Serve as the first point of contact for end-users seeking technical assistance with desktop hardware, software, and peripherals. Respond to support requests via phone, email, or in-person, and provide troubleshooting and problem-solving assistance to resolve issues promptly.
Desktop Configuration and Deployment: Install, configure, and deploy desktop computers, laptops, printers, and other peripherals according to organizational standards and user requirements. Set up user accounts, email profiles, and access permissions as needed.
Software Installation and Maintenance: Install, upgrade, and troubleshoot software applications, including operating systems, productivity suites, and specialized software tools. Ensure that software licenses are properly managed and comply with licensing agreements.
Hardware Maintenance and Repair: Perform hardware diagnostics, repairs, and upgrades for desktop computers, laptops, monitors, and peripherals. Coordinate with vendors for warranty repairs or replacements when necessary.
User Training and Guidance: Provide training and guidance to end-users on desktop software and hardware usage, best practices, and security policies. Create documentation, tutorials, and FAQs to assist users in self-service troubleshooting.
Asset Management: Maintain accurate records of desktop hardware, software licenses, and inventory levels. Track assets through their lifecycle, including procurement, deployment, and decommissioning.
Security Compliance: Ensure that desktop systems are configured and maintained in compliance with security policies, standards, and regulations. Implement security measures such as antivirus software, encryption, and access controls to protect against cyber threats.
Collaboration and Escalation: Collaborate with other IT teams and external vendors to resolve complex technical issues and implement system upgrades or enhancements. Escalate unresolved issues to higher-level support teams or management as needed.
Requirements
Qualifications:
High school diploma or equivalent; Bachelor’s degree in Information Technology or related field preferred.
Proven experience in desktop support or a similar technical support role, with knowledge of desktop hardware, software, and operating systems.
Familiarity with remote desktop support tools and ticketing systems for incident tracking and resolution.
Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
Excellent communication and customer service skills, with the ability to interact professionally with end-users of all technical levels.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
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