Desktop Support Analyst

Cayuse Holdings; Canonsburg (Washington County); Hybrid; USD 41,000 - 52,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

Flexible Spending Accounts

Disability options

Life Insurance

401(k) Retirement Savings Plan

Paid Time Off

Job summary

Cayuse Commercial Services in Canonsburg, PA, seeks a Desktop Support Analyst to provide end-user computing support in a hybrid environment (4 days on-site, 1 day remote). The role requires strong customer-facing skills and the ability to troubleshoot incidents and perform hardware escalation when needed.

The ideal candidate has 3–7 years of enterprise IT support, excellent communication, and the ability to work with vendors.

Qualifications

• Experience maintaining and supporting IT/desktop systems in an enterprise.
• Strong communication and customer service skills.
• Ability to work with vendors and escalate issues as needed.
• Familiarity with desktop problem resolution and SLA targets.
• Bachelor’s degree or equivalent IT experience preferred.

Responsibilities

• Provide exceptional customer focus and support for defined desktop services.
• Resolve desktop problems, incidents, issues, and emergencies.
• Respond to tasks while meeting SLA targets.
• Escalate hardware failures to manufacturers for on-site/depot service.
• Maintain asset and configuration management for desktop infrastructure.
• Support third-party vendors per roadmaps and standards.
• Assist OS upgrades and desktop builds, release and deployment.
• Document problems and resolutions for the knowledge base.
• Other duties as assigned.

Skills

Communication skills

Customer facing

Technical knowledge

Vendor coordination

Problem solving

Prioritization

Self-starter

Decision making

Microsoft Office

Education

Bachelor’s degree in IT/CS or related field

Equivalent work experience

Tools

SharePoint

Teams

Windows OS

Job description

Overview

JobTitle: Desktop Support AnalystLocation: Hybrid - Canonsburg, PA (4 days onsite/1 day remote)

Employee Type: Full-Time Hourly Non-ExemptStartDate:ASAP

Pay Rate:$30-$38 per hour

Cayuse Company: Cayuse Commercial Services

The Work

The Desktop Support Analyst will play a critical role in ensuring day-to-day support of the end-user computing and technology environment at our Telecommunications Industry client.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

Key Responsibilities

• Provide exceptional customer focus and operational support for defined desktop services.
• Perform technical support functions for the resolution of desktop problems, incidents, issues, and emergencies.
• Respond to assigned tasks in accordance with predefined guidelines while meeting targets for SLA.
• Troubleshoot and **escalate** as necessary any hardware failures to the manufacturer for onsite/depot service dispatch.
• Maintain accurate and concise service asset and configuration management for desktop infrastructure.
• Support third party vendors in the installation, configuration, delivery, maintenance and monitoring of components and services, in accordance with defined roadmaps, strategies, policies, and standards.
• Assist in the delivery of infrastructure development and build activities, including release and deployment management for new services (for example operating system upgrades, new desktop builds, etc.)
• Document desktop problems and resolutions and provide to knowledge base administrator.

• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need

• High school diploma or equivalent required
• Three (3) to seven (7) years of experience maintaining and supportingIT/desktop/computer systems across an enterprise.

• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Excellent communication and customer facing skills
• Superior technical knowledge, with experience in multiple aspects of client-computing services
• Experience working collaboratively with suppliers and third-party vendors
• Ability to quickly analyze a situation and react appropriately and effectively.
• Effective prioritization skills
• Drive and enthusiasm
• Self-starter
• Technical credibility and independent judgment
• Strong decision-making skills related to desktop matters and under pressure.
• Good problem solving and analytical skills, able to determine the impact of desktop issues quickly.
• Able to contribute to operational roadmap, helping to identify and address future opportunities and challenges.
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Desired Qualifications:

• Bachelor’s degree with a technical focus such as Information Systems, Computer Science or related field, or equivalent work experience strongly preferred.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Program Manager

Working Conditions

• Professional office environment.
• Ability to work on-site 4 days a week.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.

• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.