Desktop Analyst

Position: Desktop Support Analyst

The Desktop Support Analyst provides advanced technical support to end users, focusing on both second- and third-level troubleshooting. This role is responsible for the deployment, maintenance, and support of desktop systems, as well as contributing to project work, equipment moves, and hardware replacements. The analyst collaborates closely with the Helpdesk and other IT teams to ensure consistent and reliable service delivery.

Work Schedule: 8:30 AM - 4:30 PM
Work Environment: 100% onsite presence required

Key Responsibilities:

• Install, configure, and troubleshoot desktop and laptop hardware, peripherals, operating systems, and business applications.


• Diagnose and resolve client-side network connectivity issues, including both hardware (NICs, cabling) and software (application access).


• Configure and support network and local printers.


• Perform equipment moves and new user workstation setups.


• Provide support for remote access technologies and mobile devices.


• Research and resolve hardware/software issues using vendor documentation and escalate when necessary.


• Monitor and respond to support tickets in a timely manner, maintaining communication with users and meeting service level expectations.


• Document all support activities and resolutions in the ticketing system.


• Assist with audio-visual setups for meetings, including video conferencing, projectors, laptops, and webcasts.


• Maintain inventory of IT peripherals and coordinate with operations for equipment logistics.


• Take on additional responsibilities as needed.

Qualifications:

• Bachelor's degree preferred.


• Minimum 5 years of desktop support experience in a professional services environment; experience in legal or similar high-demand settings is a plus.


• Strong proficiency with Windows 11, Active Directory, Office 365, endpoint protection tools, remote access platforms (e.g., Citrix, VPN), and mobile device management.


• Experience with hardware including desktops, laptops, smartphones, printers, and scanners.


• Ability to quickly learn and adapt to new technologies and applications.


• Proven troubleshooting and analytical skills for both hardware and software.


• Experience with system rollouts, upgrades, and migrations.


• Excellent written and verbal communication skills.


• Strong organizational skills and attention to detail.


• Ability to manage multiple priorities under pressure and meet deadlines.


• Professional demeanor with the ability to collaborate across teams.


• Self-motivated with a customer-focused mindset.


• High level of integrity and reliability.


• Certifications such as MTA/MCSA or other relevant technical training are a plus.


• Flexibility to work overtime when required.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.