Desktop Support Associate Analyst

Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications.

Responsibilities

Install, configure, troubleshoot, and resolve hardware and software issues through phone support, remote access, and occasional on-site visits; Monitor and respond to incidents, service requests, and tasks within the call-tracking system, ensuring all work is thoroughly documented; Communicate technical concepts clearly and effectively to non-technical users; Perform installations of standard corporate software images and assist with system configuration; Adhere to all company and departmental policies related to technology, security, and end-user support; Communicate system issues or disruptions to clients, peers, and management to maintain service quality and reliability; Serve as a subject matter expert by contributing to knowledge base documentation, updating reference materials, and analyzing issue trends; Document product issues, troubleshooting steps, and resolutions for future reference; Conduct advanced hardware diagnostics and initiate warranty repair processes as needed; Participate in testing new hardware, software releases, and system enhancements; Support cross-functional technology projects as assigned; Participate in the on-call rotation and respond promptly to after-hours support needs

Requirements

High School (HS) (Required); Associate’s degree and two (2) to three (3) years of experience in a technical helpdesk or technical support environment, or an equivalent combination of education, training, and experience; General Experience - 13 months to 3 years; Advanced troubleshooting and maintenance of computer hardware and software; Operating systems (Windows/macOS); Mobile devices and mobile OS environments; Networking fundamentals; Business and productivity applications; Security tools and best practices; Ability to communicate information clearly across various formats, ensuring understanding among technical and non-technical audiences; Strong analytical thinking, with the ability to identify issues, interpret data, and recommend solutions; Effective time and task management, ensuring timely completion of work; Ability to quickly learn and apply new technical information; Proactive approach to meeting objectives and driving results; Strong customer service skills with a focus on building productive relationships and ensuring user satisfaction; Ability to work occasional non-standard shifts, including nights, weekends, or assigned on-call rotations; Ability to travel to branch offices (15%)

Nice to have

Financial services applications

Benefits

Medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); parental leave; additional compensation (cash or equity), discretionary bonuses, or commissions