Desktop Support Analyst

The Desktop Support Analyst provides hands-on technical support to end users across the organization, ensuring timely resolution of incidents and service requests. The role focuses on delivering high-quality customer service, supporting IT Service Management (ITSM) processes, and contributing to the stability and efficiency of desktop, mobile, and related end-user technologies. This position operates within ITIL-aligned service delivery practices and requires strong communication, troubleshooting, and organizational skills.

Job Functions & Responsibilities * Provide day-to-day technical support for desktops, laptops, mobile devices, printers, and peripherals. * Diagnose and resolve hardware, software, network, and application issues in a timely manner. Use ITSM tools-such as ServiceNow-to manage incidents, service requests, and work orders. * Follow ITIL-based processes including Incident Management, Request Fulfillment, Change Management, Configuration/Inventory Management, and Problem Management. * Maintain accurate ticket documentation and ensure compliance with established service standards and SLAs. * Assist in monitoring and improving service delivery using KPIs and trend analysis. * Support deployment, configuration, and maintenance of end-user devices and software. * Assist with application installations, updates, and troubleshooting. * Help maintain CMDB accuracy and asset inventory updates. * Deliver professional, customer-focused support with clear communication and follow-through. * Provide guidance and basic training to end users regarding systems, tools, and standard procedures. * Collaborate with cross-functional support teams (network, cybersecurity, application teams) as needed. * Create and update technical documentation, knowledge base articles, and process workflows. * Participate in continuous improvement initiatives related to IT service delivery.

Skills * Foundational understanding of ITIL-based ITSM concepts. * Experience with ITSM tools (ServiceNow, Remedy, Footprints, etc.). * Working knowledge of Windows and/or macOS operating systems. * Familiarity with Microsoft 365 (Teams, SharePoint Online, OneDrive, Outlook). * Strong troubleshooting and problem-solving skills with attention to detail. * Ability to multitask, manage workloads, and prioritize effectively. * Excellent communication, customer service, and teamwork skills.

Education & Certifications * Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). * 1-5 years of experience in desktop support, service desk, or IT support environment. * Experience supporting end-user hardware, software, and enterprise applications preferred. * ITIL Foundation certification is preferred or required depending on department standards. * Exposure to Active Directory, MFA tools, remote support utilities, and endpoint management platforms (e.g., Intune, SCCM). * Experience supporting enterprise environments and collaborating with multiple IT teams.