Desktop Support Analyst

Desktop Support Analyst

We are looking for a dedicated Desktop Support Analyst to join our team in Louisville, Kentucky. This contract to permanent position involves providing exceptional Level 1 technical support to end users, ensuring their hardware and software issues are resolved efficiently. The role requires a hands-on approach, excellent troubleshooting skills, and a strong focus on customer service in a fully on-site setting.

Responsibilities:

• Create and update tickets with accurate details and ensure timely documentation.
• Deliver first-line technical support by diagnosing and resolving basic hardware, software, and operating system problems.
• Assist with computer imaging, workstation setups, hardware deployments, and equipment replacements.
• Provide guidance to end users on Microsoft products and address common desktop-related concerns.
• Monitor ticket queues and service level agreements to ensure prompt issue resolution.
• Assign or reassign tickets to maintain proper ownership and workflow efficiency.
• Escalate complex issues to higher-tier support teams when necessary.
• Manage tasks related to moving, setting up, or shipping computer equipment as required.

Requirements:

• Strong commitment to customer service with a detail-oriented and approachable demeanor.
• At least 1-2 years of experience in a Help Desk environment.
• Basic understanding of computers, operating systems, and desktop hardware.
• Solid troubleshooting skills with a keen interest in technology.
• Familiarity with Microsoft products, including Windows and Office.
• Prior experience using a help desk ticketing system.
• Knowledge of Active Directory and Microsoft Windows 10 is highly desirable.
• Experience with ManageEngine is beneficial but not mandatory.