ICDS Analyst

The Desktop Support Analyst provides advanced end-user support across hardware, operating systems, and enterprise applications. This role resolves complex incidents, leads root-cause analysis, and drives standardization of endpoint configurations and processes. The analyst mentors junior technicians, contributes to knowledge base content, and collaborates with infrastructure and security teams to implement improvements. Responsibilities include managing escalations, coordinating with vendors, and ensuring timely service restoration and high customer satisfaction while adhering to compliance and security practices. Essential Job Skills/Duties

• Resolve escalated desktop and application issues.
• Perform root-cause analysis for recurring incidents.
• Deploy and maintain standard endpoint images.
• Document solutions and update knowledge base.
• Coordinate hardware repairs and vendor support.
• Mentor and guide support team members., * Travels: Between local sites as needed.
• % of Time: Up to 10%.
• Overnight Travel: Rare, with notice.

Physical Demands & Working Conditions

• Stationary Position: Frequently
• Vision: 20/20 corrected vision
• Hearing: Receive detailed information if spoken to
• Pushing/Pulling/Reaching: Occasionally
• Lift/Carry Over: Up to 50 pounds
• Loud Noise: Occasionally
• Other Environmental: Typical office and data center

• Windows and macOS administration expertise.
• Active Directory account and group management.
• Endpoint management tools proficiency.
• Networking fundamentals and troubleshooting.
• Scripting for automation and diagnostics.
• Security and compliance best practices.

Required Soft/Leadership Skills

• Clear, customer-focused communication.
• Prioritization in fast-paced environments.
• Collaborative cross-functional problem solving.
• Ownership and follow-through on commitments.
• Coaching and knowledge sharing.

Required Education & Experience

• Associate degree or equivalent experience.
• Five years desktop support experience.
• Experience handling Tier II/III escalations.
• Track record improving support processes.

Preferred Education & Experience

• Bachelor’s degree in Information Technology.
• Enterprise environment support experience.
• Project or rollout leadership experience.

Required Licenses/Certifications

• CompTIA A+ or equivalent.
• Microsoft 365 or Windows certification.

Preferred Licenses/Certifications

• ITIL Foundation certification.
• Jamf or Intune certification.

Supervisory Responsibilities

• No formal direct reports.
• Provides mentorship to technicians.