IT Service Desk Analyst I

Desktop support professionals work in a company's information technology (IT) department to help customers with hardware and software issues. Their responsibilities can include:  

• Troubleshooting: Helping customers resolve issues by phone, online chat, or in person  

• Installing programs: Installing new programs or peripherals to increase customer satisfaction  

• Providing guidance: Offering step-by-step instructions to help users navigate a computer's operating system  

• Maintaining systems: Updating systems with the latest hardware and software, and keeping records of common issues  

• Training: Providing training materials and technical information, and receiving and providing technical training  

• Managing inventory: Maintaining an inventory of assets, software, and software licensing  

• Creating policies: Creating policies and procedures for upgrades, and managing access control  

• Researching: Conducting research into PC and software issues and products  

• Escalating issues: Escalating more complex problems to higher levels of IT support  
• Willing to crosstrain and help with service desk tickets 

Desktop support professionals may need to collaborate with vendors, manufacturers, and other IT and business units to complete their work. They should have a strong customer service orientation and be able to prioritize and execute tasks in a high-pressure environment. They should also have good written, oral, and interpersonal communication skills, and be able to present ideas in a user-friendly way 

Desktop Support Technician Job Requirements 

• Bachelor’s degree in Computer Science or related field or 1+ year of prior experience in desktop support role preferred 

• Proficient in MS Office and IT-related applications 

• Proficiency in Microsoft Auto Pilot preferred but not required 

• Effective time-management skills 

• Detail-oriented   

• Excellent communication and coordination skills 

Physical demands – The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit and use hands. Specific vision abilities required by this job include close vision (computer work). The employee is occasionally required to stand, walk, bend, stoop, and reach with hands and arms. The employee must occasionally lift and/or move up to 35 pounds.

Work environment – The work environment will be an office setting with a desk and chair. Remote work may be available occasionally. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.