Desktop Support Analyst

Job overview

This remote role is focused on delivering day-to-day technical assistance to employees and keeping end-user devices and business applications running smoothly. The position covers support across hardware, software, networking, and system access issues so teams can work without interruption.

Key responsibilities

• Handle both first-line and second-line technical support requests from users.
• Set up, configure, and support desktops, laptops, printers, and other connected devices.
• Diagnose and resolve issues related to hardware, applications, operating systems, and network connectivity.
• Create and manage user accounts, email access, and permissions.
• Work through support tickets, calls, and in-person requests promptly.
• Install, update, and patch software as needed.
• Support onboarding and offboarding processes, including preparing devices and collecting company assets.
• Keep clear records of incidents, fixes, and IT inventory.
• Assist remote employees using remote access and support tools.
• Route more complex issues to the right technical team when escalation is required.
• Follow company IT security standards and procedures.

Required qualifications

• A bachelor's degree, diploma, or equivalent hands-on experience in Information Technology, Computer Science, or a related discipline.
• Working knowledge of Windows operating systems and Microsoft Office apps.
• Understanding of computer hardware, networking basics, and troubleshooting methods.
• Exposure to Active Directory, user administration, and ticketing platforms.
• Strong analytical thinking and problem-solving ability.
• Clear verbal and written communication skills.
• Ability to manage priorities and work with minimal supervision.

Preferred experience

• Experience managing Microsoft 365 environments.
• Exposure to remote support software and tools.
• Familiarity with core networking concepts such as TCP/IP, DNS, DHCP, and VPN.
• Understanding of ITIL practices and service management systems.

Additional information

This position is based in the United States and can be performed remotely.

Workplace expectations

The role requires maintaining confidentiality, supporting secure IT practices, and helping end users efficiently while working across multiple support channels.