JOB CODE
TPN1029
Desktop Support Analyst I-USA
MANAGEMENT LEVEL
9 Staff
DISCIPLINE
Information Technology
REPORTS TO
IT Support Supervisor
FSLA CLASSIFICATION
Hourly
The Desktop Support Analyst I provides first-line technical assistance for end users across desktops, laptops, peripherals, and standard software. This role triages incidents, resolves common hardware and software issues, and escalates complex problems. The analyst follows defined procedures, maintains accurate ticket documentation, and delivers courteous, timely support onsite or remotely. Success requires strong troubleshooting, clear communication, and consistent adherence to security and compliance practices while contributing to a reliable end-user computing environment.
Position Overview
JOB CODE
TPN1029
Desktop Support Analyst I-USA
MANAGEMENT LEVEL
9 Staff
DISCIPLINE
Information Technology
REPORTS TO
IT Support Supervisor
FSLA CLASSIFICATION
Hourly
The Desktop Support Analyst I provides first-line technical assistance for end users across desktops, laptops, peripherals, and standard software. This role triages incidents, resolves common hardware and software issues, and escalates complex problems. The analyst follows defined procedures, maintains accurate ticket documentation, and delivers courteous, timely support onsite or remotely. Success requires strong troubleshooting, clear communication, and consistent adherence to security and compliance practices while contributing to a reliable end-user computing environment.
Essential Job Skills/Duties
Respond to user requests via ticketing system.
Troubleshoot Windows and macOS endpoints.
Install, configure, and update desktop software.
Set up and support printers and peripherals.
Document resolutions and update knowledge base.
Escalate issues per defined procedures.
Required Technical Skills
Windows 10/11 administration basics.
macOS user support fundamentals.
Microsoft 365 applications and Outlook.
Active Directory user and device tasks.
Remote support tools proficiency.
Hardware diagnostics and replacement.
Required Soft/Leadership Skills
Clear, courteous customer communication.
Prioritize workload and meet deadlines.
Follow procedures with attention to detail.
Collaborate effectively with team members.
Maintain confidentiality and professionalism.
Required Education & Experience
High school diploma or equivalent.
One year technical support experience.
Experience with ticketing systems.
Basic networking and security understanding.
Preferred Education & Experience
Associate degree in IT or related field.
Two years desktop support experience.
Experience supporting mixed OS environments.
Required Licenses/Certifications
Valid state identification.
Preferred Licenses/Certifications
CompTIA A+ certification.
Microsoft 365 Fundamentals certification.
Supervisory Responsibilities
No direct supervisory responsibilities.
Travel Requirements
Travels: Occasional local site visits.
% of Time: Up to 10%.
Overnight Travel: Rare, as needed.
Physical Demands & Working Conditions
Stationary Position: Frequently
Pushing/Pulling/Reaching: Occasionally
Climb: Seldom
Kneel: Occasionally
Grab: Frequently
Bend: Frequently
Lift/Carry Over: Up to 40 lbs occasionally
Vision: 20/20 corrected vision
Hearing: Receive detailed information if spoken to
Wet or Humid Conditions: Seldom
Moving Mechanical Parts: Occasionally
Heavy Machinery: Seldom
High Places: Seldom
Fumes or Airborne Particles: Seldom
Toxic or Caustic Chemicals: Seldom
Outdoor Frequency: Seldom
Electricity: Occasionally
Explosives: Never
Radiation: Never
Loud Noise: Occasionally
Other Environmental: Typical office and server room
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 90922487
- Position Id: 24716259
- Posted 3 days ago
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