Desktop Support Analyst

Job Description

One of our crown corporation client is seeking a proactive and technically skilled Desktop Support Analyst to deliver hands-on technical support across desktop systems, applications, and related infrastructure. This role involves day-to-day troubleshooting, end-user support, imaging, device maintenance, and account provisioning, with opportunities to contribute to IT projects and process improvements. You’ll interact directly with users, IT vendors, and internal teams to ensure seamless technical operations in a dynamic environment.Key Responsibilities:

• Provide Tier 1 & Tier 2 technical support via phone, email, Teams, and desk-side visits.
• Support laptops, desktops, printers, mobile devices, and peripherals including hardware break/fix and configuration.
• Manage imaging and deployment of devices using tools like MDT, Intune, or SCCM.
• Administer user accounts, permissions, and group memberships through Active Directory and Microsoft 365.
• Maintain ticketing documentation, asset inventories, and support logs accurately.
• Support onboarding/offboarding processes including setup, moves, and decommissions.
• Troubleshoot network connectivity (TCP/IP, DNS, DHCP), application access, VPN, and cloud services issues.
• Collaborate with vendors and escalate issues as required to ensure timely resolution.
• Assist infrastructure team in server/network monitoring and backend endpoint access operations.
• Contribute to internal IT projects including upgrades, rollouts, and technical documentation.

Required Skills & Experience:

• 2–4 years of hands-on experience in desktop/end-user support or service desk environments.
• Strong troubleshooting and diagnostic skills for Windows 10/11, hardware, and mobile devices (iOS/Android).
• Proficient with Microsoft 365 apps, SharePoint, Intune, Teams, and conferencing technologies.
• Experience with imaging tools and deployment processes (SCCM, Intune, MDT).
• Active Directory, network printing, and remote support tools (e.g., TeamViewer, RDP) expertise.
• Familiarity with ticketing systems and IT asset/inventory management.
• Excellent communication, customer service, and time management skills.

Nice to Have:

• Certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals (required or in-progress).
• Bonus certifications: Azure Administrator Associate, ITIL Foundation, or Office Specialist Expert.
• Experience supporting conference room AV tech, VPN issues, and security tools like BitLocker or Defender.