Desktop Support Associate Analyst

• 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.

Knowledge Of

• 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
• Financial services applications (preferred), * Work occasional non-standard shifts, including nights, weekends, or assigned on-call rotations

• 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, * Travel to branch offices (15%<), * 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.