Desktop Support Analyst

Desktop Support Analyst

We are looking for a skilled Desktop Support Analyst to join our team in Oak Ridge, Tennessee. In this contract to permanent position, you will be responsible for handling the installation, configuration, and troubleshooting of desktop computers, mobile devices, and peripheral equipment. Additionally, you will provide technical support for software applications and ensure system efficiency through proactive monitoring and documentation.

Responsibilities:

• Monitor the Helpdesk Ticketing System daily to address support requests and troubleshoot reported issues.
• Deliver Tier 1 and Tier 2 technical assistance to system users for hardware and software concerns.
• Manage user accounts in Active Directory and Office 365, including account creation, modification, and deletion.
• Diagnose and resolve hardware and software failures while effectively communicating with affected teams.
• Collaborate with the Desktop Engineering team to conduct system and software testing.
• Keep tickets updated with progress and coordinate tasks to ensure timely resolution.
• Identify and report potential risks that could impact IT operations to management.
• Optimize Service Desk resources for improved performance.
• Maintain professionalism in all forms of communication and interactions.
• Complete additional tasks as assigned by the manager.

Requirements:

• High school diploma or equivalent is required.
• Proven experience providing IT support in a Windows-based environment.
• Hands-on expertise with troubleshooting and repairing laptops, desktops, printers, and other hardware.
• Familiarity with Microsoft Office 365, Active Directory, and Azure platforms.
• Ability to research and resolve complex PC and software-related issues.
• Experience with Mac iOS and related peripherals is preferred.
• Strong ability to work independently and prioritize tasks based on urgency.
• Minimum of 5 years of IT-related experience, including 2 years in system administration.