IT Desktop Support Analyst I

AmeriLife Desktop Support Analyst I

The Desktop Support Analyst I is responsible for providing front-line technical support to end-users within the organization. This role focuses on troubleshooting basic hardware and software issues, assisting with Windows and Mac systems, and ensuring efficient operation of IT resources. The analyst will support a large user base, assist with routine system updates, maintain IT documentation, and collaborate with other IT teams to improve overall IT services. Strong communication skills, excellent customer service, and the ability to work in a fast-paced environment are essential.

Key Responsibilities

• Provide Tier 1 support for Windows and Mac systems, including basic installation, configuration, and troubleshooting.
• Assist end-users across multiple locations with resolving hardware, software, and network-related issues.
• Deploy, maintain, and support desktops, laptops, mobile devices, printers, and other peripherals.
• Provide support for common enterprise applications, including Microsoft 365 and VPN connectivity.
• Assist with user account management and password resets within Active Directory.
• Perform basic imaging and deployment of devices under the guidance of senior technicians.
• Troubleshoot simple network connectivity issues, including LAN, Wi-Fi, and VPN access.
• Document incidents, solutions, and processes accurately in the IT ticketing system.
• Provide guidance and support to end-users on basic IT systems and best practices.
• Participate in minor IT projects and hardware setups as needed.

Qualifications & Skills

Education & Experience:

• Associate degree in Information Technology (preferred) or equivalent experience.
• 0–2 years of IT support experience, preferably in a help desk or desktop support role.

Technical Skills:

• Basic knowledge of Windows (10/11) and macOS environments.
• Familiarity with Active Directory, Office 365, and basic enterprise tools.
• Exposure to ITSM ticketing systems (e.g., ServiceNow, Jira, or Remedy).
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with remote desktop tools and basic endpoint troubleshooting.

Soft Skills:

• Strong problem-solving skills with the ability to resolve simple issues independently.
• Clear verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to prioritize tasks, work effectively under supervision, and thrive in a fast-paced environment.

Why Join Us?

• Gain hands-on experience with modern technology in a supportive IT environment.
• Opportunity to build foundational IT skills and grow within the company.
• Join a team that values collaboration, learning, and excellent customer service.

What AmeriLife Offers

A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially.

Pay Transparency Statement

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.