Desktop Support Analyst

Ascending - Richmond, VA

Full-time - Entry Level

Remote - Richmond, VA

Educational Services

About the position

The Desktop Support Analyst role involves providing hands-on technical support for desktop systems, including hardware and software installations, troubleshooting, and maintenance. The position requires diagnosing and resolving incidents related to operating systems and various software applications, ensuring optimal performance of IT equipment, and delivering exceptional customer service. The analyst will also be responsible for performing preventative maintenance and assisting users with technical issues remotely.

Responsibilities

• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware.
• Diagnose and resolve software and hardware incidents across operating systems (Windows and Mac).
• Perform preventative maintenance on endpoints such as workstations, printers, and IP phones.
• Test fixes to ensure problems are adequately resolved and perform post-resolution follow-ups.
• Troubleshoot and repair conference room equipment including phones, projectors, and sound systems.
• Use remote support tools to assist users and update software remotely.
• Install and configure new IT equipment pertinent to endpoints such as laptops and printers.
• Notify appropriate IT staff if unable to resolve processing errors or failures.

Requirements

• Experience with desktop operating systems such as Windows, Mac OS, and Linux.
• Basic hardware and software troubleshooting, installation, and repair skills.
• Knowledge of computer and network security systems and procedures.
• Experience with Microsoft Office and email client configuration (Outlook).
• Basic networking knowledge including switches, firewalls, VPN clients, and wireless networking.
• Familiarity with Windows Server Active Directory, DNS, and DHCP.

Nice-to-haves

• Outstanding customer service skills and ability to handle difficult situations professionally.
• Strong administrative skills including composing emails and reporting tasks.
• Ability to communicate technical information to non-technical personnel.
• Excellent verbal and written communication skills.
• Ability to learn and support new systems and applications.

Benefits

• Contract position with options for W2 or 1099.
• Potential for extension beyond the initial 9-month term.