Desktop Analyst
Overview of Role:
The IT Desktop Analyst is responsible for providing technical assistance and support related to computer systems, hardware, software, and mobile devices. This role involves troubleshooting and resolving issues, ensuring the smooth operation of desktop environments, and maintaining network connectivity.
Key Deliverables Include:
Desktop Support:
Install, configure, and maintain desktop computers, laptops, and peripherals
Diagnose and resolve hardware and software issues
Perform regular maintenance tasks, including software updates and system backups
Assist users with desktop-related issues and provide training on basic functions
Network Support:
Monitor and maintain network connectivity for desktop and mobile devices
Troubleshoot network-related issues and coordinate with network administrators for resolution
Ensure desktop computers interconnect seamlessly with diverse systems, including file servers, email servers, and application servers
Mobile Device Support:
Configure and support mobile devices, including smartphones and tablets
Assist users with mobile device setup, synchronization, and troubleshooting
Ensure mobile devices comply with security policies and procedures
User Support:
Respond to user inquiries and provide technical support via phone, email, or in-person
Document and track issues using a ticketing system
Communicate technical issues and solutions clearly to non-technical users
System Maintenance:
Perform regular system updates and patches to ensure security and functionality
Maintain inventory of hardware and software assets
Assist in the development and maintenance of user manuals and guidelines
Experience and Qualifications:
Bachelor’s degree in information technology, Computer Science, or a related field
Proven experience in desktop support, network troubleshooting, and mobile device management
Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications
Familiarity with network protocols and troubleshooting tools
Excellent problem-solving skills and attention to detail
Strong communication and interpersonal skills
Preferred Skills:
Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate
Experience with remote desktop support tools and ticketing systems
Knowledge of cybersecurity best practices
Work Schedule Requirements:
Must be available to work shift-based schedules spanning Sunday through Saturday
Shifts may be assigned anytime between 0430 and 2100
Flexibility to work early mornings, evenings, and weekends is required
Participation in an on-call rotation outside of scheduled hours is required