Desktop Support Analyst / IT Service Desk

Job Description

Job Description

We are looking for a dedicated Desktop Support Analyst to join our team in West Des Moines, Iowa. This long-term contract position involves providing exceptional IT service and support to business and technical users across multiple locations. The ideal candidate will have strong troubleshooting skills and a customer-focused approach to resolving hardware and software issues.

Responsibilities :

• Offer technical support for hardware, software, and mobile devices to users across various locations.
• Ensure timely resolution of service requests and maintain accurate ticket updates in accordance with established SLAs.
• Document solutions and contribute to the team's knowledge base to enhance efficiency and future troubleshooting.
• Identify areas for process improvement and escalate issues as needed, providing recommendations for better workflows.
• Communicate effectively with stakeholders to provide updates on status, risks, and overall quality of IT operations.
• Handle and document incidents related to hardware or software failures, as well as requests for moves, additions, or changes.
• Respond to inbound calls and perform initial troubleshooting for user-reported issues.
• Prioritize and escalate incidents and service requests based on urgency and impact.
• Support imaging and configuration of desktop workstations and laptops to ensure proper functionality.
• High school diploma required; a bachelor's degree or equivalent combination of education and experience is preferred.
• IT certifications are highly desirable.
• Minimum of 1-3 years of relevant IT experience, with a focus on desktop support and troubleshooting.
• Proficiency in diagnosing and resolving issues with PC hardware, laptops, desktops, and mobile devices.
• Familiarity with Windows 7 and Windows 10 operating systems.
• Strong analytical and problem-solving skills.
• Experience with tools such as Active Directory and desktop imaging.
• Excellent communication skills and the ability to prioritize tasks effectively.