Desktop Support Analyst

Volantsoft Inc; Lawrenceville (GA); On-site; USD 57,000 - 75,000; Full time

Job summary

Volantsoft Inc in Georgia is seeking a desktop support specialist to ensure reliable IT infrastructure, respond to user inquiries, diagnose issues, and maintain desktop health.

The role requires an Associate's degree and 5+ years of experience; you will install OS, configure software, maintain hardware, and work with IT teams to implement solutions and enforce security.

Qualifications

• Associate’s degree in IT, CS, or related field or equivalent experience.
• 5+ years of enterprise-level desktop support experience.
• Strong requirements gathering and business process analysis skills.
• Experience working with cross-functional teams and vendors.
• Proven troubleshooting skills for complex, high-impact issues.
• Strong written and verbal communication skills.

Responsibilities

• Respond to user inquiries and provide timely and effective technical support through various channels such as phone, email, and in-person interactions.
• Assist end-users with hardware and software-related issues, troubleshooting problems to resolution.
• Install, configure, and maintain desktop operating systems, software applications, and peripheral devices.
• Ensure that systems are up to date with the latest software patches and updates.
• Conduct hardware diagnostics and resolve issues related to desktops, laptops, printers, and other peripherals.
• Perform hardware upgrades and replacements as required.
• Collaborate with the IT team to accelerate and resolve complex technical issues.
• Communicate effectively with end-users and escalate problems to higher-level support when necessary.
• Implement and enforce security measures to safeguard computer systems and data.
• Ensure compliance with organizational IT policies and industry best practices.
• Maintain accurate records of support requests, resolutions, and hardware/software inventory.
• Create and update documentation for IT processes, troubleshooting procedures, and user guides.
• Provide basic training to end-users on IT concepts, applications, and best practices.

Skills

Enterprise desktop support

Troubleshooting complex issues

Communication skills

Requirements gathering

Vendor coordination

Education

Associate’s degree in IT, CS, or related field

Job description

Job Description

Position Description

Plays a crucial role in ensuring the efficient functioning of an organization's IT infrastructure by providing technical assistance and support to end-users. This role involves responding to user inquiries, diagnosing, and resolving hardware and software issues, and maintaining the overall health of desktop systems. Collaborates with the IT team to address technical challenges, implement solutions, and contribute to the organization's IT strategy. This role requires a balance of technical expertise, effective communication, and a commitment to delivering high-quality support to end-users.

Minimum Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field and/or relevant experience.

Preferred Experience

• 5+ years of enterprise-level desktop support experience
• Experience in complex system implementations or upgrades
• Strong requirements gathering and business process analysis skills
• Experience working with cross-functional teams and vendors
• Proven troubleshooting skills for complex, high-impact issues
• Strong written and verbal communication skills

Responsibilities

1. User Assistance:
   • Respond to user inquiries and provide timely and effective technical support through various channels such as phone, email, and in-person interactions.
   • Assist end-users with hardware and software-related issues, troubleshooting problems to resolution.
2. Installation and Configuration:
   • Install, configure, and maintain desktop operating systems, software applications, and peripheral devices.
   • Ensure that systems are up to date with the latest software patches and updates.
3. Hardware Maintenance:
   • Conduct hardware diagnostics and resolve issues related to desktops, laptops, printers, and other peripherals.
   • Perform hardware upgrades and replacements as required.
4. Collaboration and Escalation:
   • Collaborate with the IT team to accelerate and resolve complex technical issues.
   • Communicate effective with end-users and faced problems to higher-level support when necessary.
5. Security and Compliance:
   • Implement and enforce security measures to safeguard computer systems and data.
   • Ensure compliance with organizational IT policies and industry best practices.
6. Documentation:
   • Maintain accurate records of support requests, resolutions, and hardware/software inventory.
   • Create and update documentation for IT processes, troubleshooting procedures, and user guides.
7. User Training:
   • Provide basic training to end-users on IT concepts, applications, and best practices.
   • Foster a proactive approach to prevent common issues through user education.