Desktop Support Analyst

We are seeking a proactive and customer-focused Desktop Support Analyst with 1-2 years of experience in IT support. The candidate will be responsible for providing technical assistance to end users, troubleshooting hardware/software issues, and ensuring smooth functioning of desktop environments., * Provide remote or onsite technical support to end users via phone, email, or chat.

• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Perform software installations, updates, and configuration changes.
• Troubleshoot issues related to Windows OS, MS Office, networking, and applications.
• Manage and resolve tickets in the ITSM tool within defined SLAs.
• Provide timely updates to users on ticket progress and resolution.
• Identify and proactively address potential issues impacting user experience.
• Coordinate with vendors and internal teams for hardware replacements or escalations.
• Support IT asset management and maintain accurate documentation.

• Good knowledge of Windows 10/11, MS Office 365, Outlook troubleshooting.
• Basic understanding of networking concepts (LAN/WAN, VPN, IP configuration)
• Experience with Active Directory (user creation, password reset, group policies)
• Familiarity with ticketing tools (ServiceNow, Remedy, etc.)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills

Preferred Qualifications

• Certification such as CompTIA A+, Microsoft Fundamentals (optional)
• Exposure to remote support tools (AnyDesk, TeamViewer, SCCM, etc.)
• Basic knowledge of hardware troubleshooting and repairs

Soft Skills

• Customer-focused mindset
• Ability to work in a team-oriented environment
• Time management and multitasking capability
• Strong attention to detail

Education

• Bachelor's degree in Computer Science, IT, or related field (or equivalent experience)

Nice-to-Have

• Exposure to ITIL processes
• Experience in enterprise IT environment

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.