A5359 - Desktop Support Analyst (On-Site) (No H-1B or Corp to Corp)

• Provides onsite deskside support and resolutions for challenging technical issues relating to client systems.
• Performs root cause analysis by utilizing problem determination and analytical skills relating to applications, hardware, access, connectivity, security, database, mobile devices, and peripherals. Assists with hardware installations, imaging, and troubleshooting of end-user devices.
• Leads minor projects such as department initiatives, compliance reports, and roadmap items.
• Creates and modifies knowledge base articles and technical documentation as needed.
• Provides exceptional customer service while ensuring minimal disruption to the business.
• Collaborates internally and externally relative to their department while being customer-focused.

What You’‘ll Do

• Provide onsite deskside support for end-user devices, including desktops, laptops, printers, and peripherals.
• Perform hardware diagnostics, repairs, and replacements as needed.
• Install, configure, and troubleshoot operating systems, applications, and drivers.
• Image and deploy new systems, ensuring compliance with enterprise standards.
• Resolve complex technical issues referred from the Help Desk that involve applications, hardware, access, security, database, mobile devices, and server items in an enterprise environment.
• Perform root cause analysis and develop solutions and/or requirements for solutions.
• Manage enterprise-level client security (encryption, antivirus, firewall, data loss prevention, policies, etc.), client endpoint management (Intune, NexThink, etc.), Active Directory, and VDI.
• Assist with network connectivity troubleshooting for wired and wireless devices.
• Support conference room technology and AV equipment as needed.
• Manage minor projects such as testing, deployment, and remediation; develop customer training documentation, processes/procedures, and technical documentation.
• Maintain accurate asset tracking and inventory for end-user hardware
• Support employee and contractor onboarding

Do you have experience in In-person customer service?, Do you have a High school diploma or GED?, * Three years of technical experience or IT-related equivalent technical knowledge in an enterprise environment, including deskside support.

• Hands-on experience with hardware troubleshooting, imaging tools, and enterprise endpoint management systems.

Education Requirements

• High School diploma or equivalent required.
• Bachelor’s degree preferred or equivalent IT-related certifications and relevant experience.

Special Skill Requirements

• Strong and effective written and verbal communication skills.
• Excellent customer service and interpersonal skills for onsite interactions.
• Ability to lift and move computer equipment as needed.