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Job Description: Desktop Support Analyst Level 1

Position Overview: The Desktop Support Analyst Level 1 provides first-line support for end-users experiencing technical issues with their desktop systems, peripherals, and software. This role is critical in ensuring users can effectively perform their tasks by maintaining the reliability and performance of desktop environments. The ideal candidate will possess strong technical skills, particularly in desktop support, Active Directory management, and network troubleshooting.

Key Responsibilities:

• User Support and Incident Management:

• Serve as the initial point of contact for end-users experiencing desktop-related issues via phone, email, chat, or in person.

• Log, categorize, prioritize, and track incidents in the ticketing system, ensuring accurate and detailed documentation.

• Provide timely and effective resolution of technical issues, ensuring minimal disruption to end-user productivity.

• Desktop System Management:

• Install, configure, and maintain desktop hardware, operating systems (Windows and macOS), and applications.

• Perform hardware diagnostics and repairs, including troubleshooting and replacing components such as hard drives, memory, and power supplies.

• Manage desktop imaging and deployment processes, ensuring standardized configurations across all user systems.

• Active Directory Administration:

• Create, modify, and manage user accounts, groups, and permissions in Active Directory.

• Implement and troubleshoot Group Policy Objects (GPOs) to enforce security and configuration settings across desktop environments.

• Conduct regular audits of Active Directory to ensure compliance and security.

• Software Support and Maintenance:

• Install, configure, and update software applications, ensuring compatibility and performance.

• Troubleshoot and resolve software-related issues, including application crashes, performance problems, and configuration errors.

• Apply security patches and updates to operating systems and applications to maintain compliance and security.

• Network Support:

• Diagnose and resolve desktop connectivity issues, including wired and wireless network connections.

• Assist in troubleshooting network-related issues, such as TCP/IP configuration, DNS resolution, and VPN connectivity.

• Collaborate with network and systems administrators to address complex networking problems.

• Technical Expertise:

• Proficiency in desktop support, including hardware diagnostics, operating system installations, and software troubleshooting.

• Experience with Active Directory user account management, group policies, and GPOs.

• Strong understanding of networking concepts (TCP/IP, DNS, DHCP) and basic network troubleshooting techniques.

• Familiarity with remote access solutions (VPN, RDP) and remote desktop support tools.

Work Environment:

Onsite

Requirements

Experience and Education:

• Previous experience in a help desk or technical support role, with hands-on experience in Active Directory administration.

• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or Cisco Certified Network Associate (CCNA) are highly desirable.

• High school diploma or equivalent required; an associate degree in IT, Computer Science, or a related field is preferred.

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