Desktop Support analyst

Overview

As a Desktop Support Analyst, you will play a crucial role in ensuring the smooth operation of our organization's IT infrastructure. You will be responsible for providing technical assistance and support related to personal computer systems, laptops, hardware and software installs, and peripherals throughout the plant. Your expertise will be essential in resolving technical issues, maintaining hardware and software inventory, and supporting end-users to optimize their productivity. The support analyst works closely with all levels of personnel in a wide variety of physical environments including office, production, and shop areas.

Key Responsibilities

Technical Support:

• Provide timely and effective technical support to end-users via phone, email, remote assistance, or in-person.
• Troubleshoot and resolve hardware, software, and network issues related to desktops, laptops, printers, and other peripherals.
• Diagnose and escalate complex technical issues to appropriate teams for resolution.
• Installation and Configuration:
• Install, configure, and maintain desktop operating systems, software applications, and peripheral devices.
• Ensure that all systems are up-to-date with the latest patches, security updates, and antivirus definitions.
• Set up new workstations and equipment for employees, ensuring they are properly configured and ready for use.

Hardware and Software Management:

• Manage hardware and software inventory, including procurement, deployment, and disposal.
• Conduct regular audits of hardware and software assets to ensure compliance with licensing agreements.
• Coordinate with vendors and third-party providers for hardware repairs and software licensing issues.

Documentation and Training:

• Create and maintain documentation for standard operating procedures, troubleshooting guides, and knowledge base articles.
• Provide training and guidance to end-users on the proper use of hardware, software, and IT systems.
• Develop and deliver workshops or training sessions to enhance end-user skills and knowledge.

User Support and Satisfaction:

• Foster positive relationships with end-users by delivering excellent customer service and support.
• Communicate technical information and solutions in a clear and understandable manner to non-technical users.
• Proactively identify opportunities to improve end-user experience and satisfaction.

Requirements

• Degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 1 year experience working with computer hardware and software in a 7x24 manufacturing environment.
• Proven experience in desktop support, IT helpdesk, or technical support roles.
• Proficiency in diagnosing and troubleshooting hardware, software, and network issues.
• Strong knowledge of desktop operating systems (e.g., Windows, macOS) and productivity software (e.g., Microsoft Office).
• Familiarity with IT service management tools (e.g., ticketing systems, remote desktop tools).
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are a plus.
• CLS Required Skills: PC, Printer, and Telecom experience / support.  Strong trouble shooting skills.

Work Environment

Manufacturing / Office

Physical Requirements: Mobile - able to easily move around and move items such as computers, monitors, and printers.

Standing: 50-75%

Walking: 50-75%

Sitting: 25-50%

Bending: 50-75%

Lifting up to 20 pounds: 50-75%

Lifting 20-35 pounds: 25-50%

Lifting 35-50 pounds: 1-25%

Benefits after hire on

• Competitive salary package.
• Health insurance coverage.
• Retirement savings plan.
• Opportunities for professional development and training.
• Dynamic and supportive work environment.

Pay rate $22 to $26/hr

Qualifications

• 1 year experience working with computer hardware and software in a 7x24 manufacturing environment.