Desktop Support Analyst

Description

We are looking for a Desktop Support Analyst to deliver responsive, hands-on technical support for users across multiple client environments in Chattanooga, Tennessee. This Contract position is ideal for someone who enjoys solving desktop and connectivity issues directly at the point of need while providing a high-quality, customer-focused experience. The role centers on Tier II support, combining independent troubleshooting with onsite assistance and clear communication for both technical and nontechnical users.

Responsibilities:
Resolve escalated end-user issues that require deeper analysis beyond initial help desk support, ensuring timely and effective outcomes.
Visit local client locations as needed to provide in-person assistance for hardware, software, and connectivity problems.
Diagnose and repair issues involving Windows workstations, printers, VPN access, Microsoft applications, and general desktop performance.
Prepare, deploy, and configure desktop and workstation equipment for new and existing users.
Manage routine Active Directory tasks such as account creation, user updates, and access-related support.
Investigate network-related problems by checking cabling, switches, firewalls, and other infrastructure components tied to endpoint connectivity.
Determine when issues can be resolved directly and when advanced technical teams should be engaged for additional support.
Record troubleshooting steps, resolutions, and status updates accurately within the ticketing system.
Communicate progress and technical guidance clearly to users with varying levels of technical understanding.

Requirements

At least 2 years of experience in Tier II support, desktop support, field services, or a closely related IT support role.
Strong hands-on experience supporting Microsoft Windows workstations in business environments.
Familiarity with workstation imaging, setup, deployment, and printer troubleshooting.
Working knowledge of Active Directory administration and basic Windows server support concepts.
Solid understanding of networking fundamentals, including TCP/IP, VPN connectivity, and endpoint network troubleshooting.
Experience using a service desk or ticket management platform such as ConnectWise, ServiceNow, or a comparable system.
Ability to work independently in fast-moving support environments while maintaining professionalism with clients and end users.
Exposure to multi-client or managed support settings is preferred; Network+ or comparable networking knowledge is a plus.

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