Desktop Support Analyst 1

Louisiana State University; Berlin; On-site; EUR 37,000 - 57,000; Full time

Job summary

Louisiana State University is seeking a Desktop Support Analyst 1 to provide first-level technical support for faculty, staff, and students in a higher education setting. This role also serves as a second-level resource for complex hardware and software issues, while contributing to standardization and continuous improvement of IT services.

The position requires handling endpoint configuration, imaging, and deployment tasks using centralized management tools, plus strong documentation, customer

Qualifications

• Bachelor's degree required (or equivalent experience).
• Experience in desktop and endpoint support environments.
• Ability to troubleshoot hardware, OS, and software issues across Windows/macOS/mobile devices.
• Experience with centralized management and standard university software (Microsoft 365, email, VPN).
• Strong documentation and SLA adherence skills.

Responsibilities

• Technical Support: Provides endpoint and desktop support for university technologies; troubleshoots hardware, OS, and apps; images and maintains computers with centralized tools. Includes connectivity and accessibility support. (25%)
• Customer Service & Escalation: Tier 1 escalation for Help Desk; communicates with non-technical users; documents incidents and resolutions; meets SLAs. (25%)
• Systems & Projects: Participates in OS upgrades, hardware refreshes, software deployments; assists with patch management and security compliance. (20%)
• Collaboration & Mentorship: Works with security and networking teams; mentors junior staff; develops training materials and knowledge base. (20%)
• Other duties as assigned. (10%)

Skills

Customer service

Communication

Documentation

Mentoring

Team collaboration

Education

Bachelor's degree

Tools

Microsoft 365

VPN

Endpoint security

Ticketing system

Imaging tools

Windows

macOS

Job description

Job Posting Title:

Desktop Support Analyst 1

Position Type:

Professional / Unclassified

Department:

LSUAM FA - ITS - SO - Unified Endpoint Configuration Management (Eric Joseph Pergola (00069477))

Work Location:

0200 Fred C. Frey Computing Services Building

Job Description:

The Desktop Support Analyst 1 provides first-level technical support for faculty, staff, and students in a higher education environment. This role serves as a second-level support resource, resolving complex hardware and software technology issues while contributing to standardization, documentation, and continuous improvement of IT services.

Job Responsibilities

• Technical Support: Provides endpoint and desktop support for university-supported technologies. Troubleshoots hardware, operating system, and application issues across Windows, macOS, and mobile platforms. Installs, configures, images, deploys, and maintains computers using centralized management tools. Supports university-standard software including Microsoft 365, email services, VPN, endpoint security solutions, and learning management systems. Diagnoses and resolves wired, wireless, and remote connectivity issues. Provides support for accessibility and assistive technology solutions as needed. (25%)
• Customer Service & Escalation: Serves as a Tier 1 escalation resource for Help Desk staff and resolves advanced user issues. Communicates technical information effectively to non-technical users including faculty, staff, students, and leadership. Documents incidents, troubleshooting steps, and resolutions within the ticketing system and maintains accurate service records. Meets established service level agreements (SLAs) and ensures timely resolution of service requests. (25%)
• Systems & Projects: Participates in desktop and endpoint lifecycle initiatives including operating system upgrades, hardware refreshes, and enterprise software deployments. Assists with endpoint security, patch management, and compliance activities. Tests and evaluates new hardware and software solutions and recommends improvements to support processes, standards, and tools. Contributes to continuous improvement of endpoint management practices. (20%)
• Collaboration & Mentorship: Collaborates with systems, networking, and security teams to support integrated service delivery. Provides guidance and informal mentoring to junior support staff and student workers. Assists in the development of training materials, documentation, and knowledge base articles to improve support consistency and knowledge sharing across the organization. (20%)
• Other duties as assigned. (10%)

Minimum Qualifications

• Bachelor's degree.

+LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply – a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Additional Information

Position requires the ability to lift up to 50 pounds.

Posting Date

September 14, 2026

Closing Date (Open Until Filled if No Date Specified)

January 12, 2027

Additional Position Information

Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.

Benefits - LSU offers outstanding benefits to eligible employees and their dependents

• health, life, dental, and vision insurance
• flexible spending accounts
• retirement options
• various leave options
• paid holidays
• wellness benefits
• tuition exemption for qualified positions
• training and development opportunities
• employee discounts
• and more!

Positions approved to work outside the State of Louisiana shall be employed through Louisiana State University’s partner, nextSource Workforce Solutions, for Employer of Record Services including but not limited to employment, benefits, payroll, and tax compliance. Positions employed through Employer of Record Services will be offered benefits and retirement as applicable through their provider and will not be eligible for State of Louisiana benefits and retirement.

LSU is an Equal Opportunity Employer.

All candidates must have valid U.S. work authorization at the time of hire and maintain that valid work authorization throughout employment. Changes in laws, regulations, or government policies may impact the university’s ability to employ individuals in certain positions.