TP- Desktop Support Analyst

Responsible for serving as the first point of contact for end-user technical support providing timely resolution of hardware software and connectivity issues. The Help Desk Technician will have strong customer service skills and a solid foundation in troubleshooting common IT problems. This position is the frontline of IT support for our user base responsible for resolving hardware software and connectivity issues while maintaining a high standard of service and professionalism. As well as responsible for deploying and maintaining workstations managing user accounts within Microsoft 365 and troubleshooting day-to-day IT problems. The candidate must possess good technical aptitude oral and written communication skills takes pride in reliable service delivery and the ability to interact professionally with people at all levels of the organization. Additionally they must be detail-oriented with the ability to prioritize and manage multiple support requests simultaneously.

Responsibilities and Duties:

End-User Support:

Respond to and resolve help desk tickets in a timely manner via phone email and in person.

Set up configure and deploy workstations laptops printers and peripherals for end users.

Assist with user account creation password resets and permissions within Microsoft 365.

Perform basic hardware and software troubleshooting and repairs.

Maintain and update the IT asset inventory.

Software and Application Support:

Assist end users with Microsoft 365 applications including Outlook Teams SharePoint and OneDrive.

Install update and troubleshoot desktop software and business applications.

Support basic mobile device setup and troubleshooting for company-issued devices.

Troubleshooting and Problem Solving:

Diagnose and resolve common hardware software and network connectivity issues.

Document troubleshooting steps and solutions in the ticketing system for future reference.

Provide hands-on IT support for the local office including desk-side assistance.

Escalate complex issues to senior IT staff or systems engineers as needed.

Security:

Follow established security procedures and report potential threats or suspicious activity.

Assist with endpoint protection updates and ensure antivirus software is current on all devices.

Documentation and Inventory

Maintain help desk knowledge base articles and user guides.

Track and manage IT equipment inventory including check-in and check-out of loaner devices.

• All other duties as assigned.

Qualifications and Experience:

• Experience/Qualifications Required:

• • Minimum 35 years of corporate helpdesk or desktop support experience in an enterprise environment
  • Working knowledge of Windows 10/11 operating systems and basic Active Directory tasks (password resets account unlocks).
  • Familiarity with Microsoft 365 applications (Outlook Teams SharePoint OneDrive.
  • Basic understanding of networking concepts (TCP/IP DNS DHCP Wi-Fi troubleshooting).
  • Experience with help desk ticketing systems (e.g. ServiceNow Freshdesk Jira Service Management) .
  • Ability to set up and troubleshoot desktops laptops printers and mobile devices.
  • Familiarity with remote support tools and techniques.

• Certifications preferred:
  • CompTIA A (preferred).
  • CompTIA Network or similar networking certification (a plus).
  • ITIL Foundation certification (a plus).
  • Microsoft 365 Certified: Fundamentals (a plus).
  • Familiarity with MDM platforms for mobile device support.

Job Skills:

• • Strong customer service orientation and patience when working with non-technical users.
  • Good problem-solving skills and the ability to troubleshoot methodically.
  • Strong hardware troubleshooting skills across Windows-based endpoints.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Strong organizational skills with the ability to manage multiple tickets and priorities.

Education:

• Minimum of High School Diploma or GED equivalent.

Physical Requirements:

• • Ability to lift up to 40 lbs.
  • Ability to walk job sites.

Special Requirements:

• • Valid Drivers License
  • OSHA 10 certification

Required Experience:

IC