Job Title: Desktop Support Analyst

Location: Niskayuna, NY (Onsite)

Job Summary:

We are seeking a Desktop Support Analyst to provide onsite technical support for end-user computing environments. The ideal candidate will have 3–5 years of experience supporting Windows-based systems, enterprise applications, and corporate devices. This role requires excellent troubleshooting abilities, strong customer service skills, and the capability to collaborate with cross-functional IT teams to resolve incidents and implement changes efficiently.

Key Responsibilities:

• Deliver onsite technical support for desktops, laptops, mobile devices, and peripheral equipment, ensuring minimal disruption to business operations.
• Install, configure, troubleshoot, and maintain Microsoft Windows operating systems and enterprise software.
• Support corporate-managed Windows and iOS devices, including deployment, configuration, upgrades, and issue resolution.
• Diagnose and resolve hardware, software, operating system, and connectivity issues in a timely manner.
• Assist with user account administration, including basic Active Directory tasks such as account management, password resets, and security group updates.
• Perform routine Group Policy-related activities and assist with policy troubleshooting under established procedures.
• Install, configure, and support Microsoft applications, third-party software, and organization-specific business applications.
• Manage and resolve incident requests, service requests, and change tickets while adhering to defined SLAs.
• Coordinate with infrastructure, networking, application support, and other IT teams to ensure timely issue resolution.
• Document troubleshooting steps, resolutions, and technical procedures within the organization''s ticketing system.
• Support workstation imaging, software deployment, system updates, and endpoint maintenance activities.
• Provide exceptional customer support while maintaining a professional and service-oriented approach.

Required Qualifications:

• 3–5 years of hands-on experience in desktop support or end-user computing environments.
• Strong experience supporting Microsoft Windows desktop operating systems, including Windows 10 and Windows 11 (Windows 7 experience is also beneficial).
• Working knowledge of Active Directory, including basic user and group management.
• Basic understanding of Group Policy administration and its impact on endpoint management.
• Experience supporting corporate-owned Windows and iOS devices.
• Proficiency in installing, configuring, and troubleshooting Microsoft Office, enterprise applications, and third-party software.
• Strong analytical and troubleshooting skills for desktops, laptops, printers, docking stations, monitors, and other peripheral devices.
• Familiarity with IT service management processes, including incident, request, and change management.
• Basic understanding of enterprise IT infrastructure, including servers, networking, cloud services, web applications, and their interactions.
• Ability to prioritize multiple tasks and work effectively in a fast-paced support environment.

Preferred Qualifications:

• Excellent verbal and written communication skills with the ability to interact effectively with both technical and non-technical users.
• Strong organizational, time management, and multitasking abilities.
• Ability to work collaboratively within a team while independently managing assigned tasks.
• Experience using enterprise ticketing systems such as ServiceNow, Remedy, or similar ITSM platforms.
• Customer-focused mindset with a commitment to delivering high-quality technical support.