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Title: Desktop Support Analyst
Type: Contract to Hire
Location: Onsite - Aurora, CO
Pay: Up to $36/hour
Position Overview
We are seeking a Desktop Support Analyst to provide hands-on technical support for end users across a dynamic enterprise environment. This role is responsible for troubleshooting hardware, software, and device-related issues while delivering a high level of customer service. The ideal candidate will have strong desktop support experience, excellent problem-solving abilities, and a passion for helping users resolve technical challenges efficiently.
Key Responsibilities
- Provide Level 2 desktop support through phone, remote, email, and in-person interactions.
- Troubleshoot and resolve hardware, software, operating system, and application issues.
- Deploy, configure, and maintain desktops, laptops, mobile devices, printers, and telecommunications equipment.
- Support Microsoft Windows environments and associated business applications.
- Manage incident tickets, document resolutions, and maintain accurate service records.
- Escalate complex issues when appropriate and coordinate with other technical teams.
- Create and maintain technical documentation, knowledge base articles, and support procedures.
- Assist with software deployments, upgrades, patches, and endpoint management initiatives.
- Track software licensing and maintain inventory of hardware and software assets.
- Collaborate with vendors to coordinate equipment procurement, installation, and support.
- Ensure connectivity and functionality across desktops, servers, email platforms, printers, and related systems.
- Follow up with users to confirm issue resolution and customer satisfaction.
- Participate in an on-call support rotation for after-hours technical assistance.
Required Qualifications
- Bachelor's degree in Information Technology or a related field, or equivalent combination of education and experience.
- 3+ years of desktop support, technical support, or IT operations experience.
- Strong knowledge of Active Directory and Group Policy (GPO).
- Experience supporting Microsoft 365 environments.
- Familiarity with Microsoft SCCM or similar endpoint management tools.
- Experience deploying and supporting desktop and laptop endpoints.
- Hands-on experience troubleshooting Windows operating systems and desktop applications.
- Strong customer service, communication, and interpersonal skills.
- Ability to diagnose technical issues, prioritize workload, and manage multiple tasks effectively.
- Experience documenting support activities and following incident management processes.
- Ability to lift up to 50 pounds when installing or moving equipment.
Preferred Qualifications
- Experience supporting healthcare environments.
- Understanding of HIPAA compliance requirements.
- Experience working within structured IT service management (ITSM) processes.
- Microsoft-related certifications.
Nice-to-Have Skills
- A+ Certification
- MCSE or related Microsoft certifications
- ITIL Foundation Certification
- HDI Desktop Support Technician Certification
- Experience supporting both Windows and Mac environments
Why Join This Opportunity
- Join a collaborative IT team supporting a large enterprise user base.
- Gain exposure to a diverse technology environment including Microsoft 365, Active Directory, SCCM, endpoint management, and enterprise applications.
- Opportunity to contribute to process improvements and technology initiatives.
- Contract-to-hire opportunity with long-term career potential and growth.
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, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.
