Desktop Support Analyst I

Are you energized by solving technical problems and helping end users stay productive and connected?

We are seeking a detail-oriented Desktop Support Analyst who thrives in a fast-paced, customer-focused environment. In this role, you will provide hands-on technical support for desktops, laptops, software, printers, scanners, and other peripherals while delivering an exceptional end-user experience.

• Meaningful Impact: Play a key role in maintaining reliable day-to-day IT operations and end-user productivity
• Growth & Development: Expand your technical knowledge and continue building your IT career
• Collaborative Environment: Work alongside a supportive, team-focused group
• Customer-Focused Culture: Build trusted relationships with end users while resolving technical issues

• Location: On-site (Whitsett, NC)
• Schedule: (1st shift 8a-5p); Monday through Friday 
• Pay Rate: $24/hour

As a Desktop Support Analyst, you will provide hands-on technical support while maintaining reliable endpoint technology and a positive end-user experience.

• →Provide technical support for desktops, laptops, printers, scanners, and other peripherals
• →Analyze and troubleshoot end-user incidents, service requests, hardware issues, and software problems
• →Provide desktop and end-user support in person, over the phone, and through chat
• →Install, configure, deploy, maintain, and troubleshoot company PCs, laptops, software, and peripheral devices
• →Create, receive, track, and resolve incidents, tasks, and service requests using IT ticketing systems
• →Maintain response and resolution times in accordance with established service-level agreements (SLAs)
• →Meet with end users as needed to troubleshoot recurring or complex technical issues
• →Perform Microsoft security patches, antivirus updates, and software/application updates
• →Troubleshoot operating system, application, hardware, connectivity, and process errors
• →Order replacement parts and coordinate hardware maintenance and repairs
• →Support IT asset management and endpoint lifecycle activities
• →Coordinate with third-party vendors and technical service providers when necessary
• →Create, edit, and maintain technical documentation and knowledge base articles
• →Document processes, procedures, and technical requirements
• →Develop clear instructional materials and troubleshooting guides to support end-user self-service
• →Support continuous improvement initiatives, technology deployments, and special IT projects

• Bachelor’s degree in computer science, Information Technology, or a related field OR four years of comparable IT work experience
• CompTIA A+ certification required

• Intermediate-level computer hardware troubleshooting
• Intermediate-level software and application troubleshooting
• Hands-on desktop support and end-user technical support experience
• Experience supporting Windows desktops and laptops
• Working knowledge of Microsoft 365 (Office 365/O365) applications
• SharePoint experience preferred
• Experience supporting printers, scanners, and other peripheral devices
• Experience installing, configuring, deploying, and maintaining endpoint devices and applications
• Familiarity with IT ticketing systems, incident management, service requests, and SLA requirements
• Experience supporting system, software, security, and antivirus updates
• Ability to diagnose technical issues and provide sound technical advice and problem resolution
• Experience creating technical documentation, troubleshooting procedures, or knowledge base articles

• Strong customer service and end-user support mindset
• Excellent written and verbal communication skills
• Ability to explain technical information clearly to users with different levels of technical knowledge
• Strong troubleshooting, analytical, and problem-solving skills
• Detail-oriented with strong organizational skills
• Ability to prioritize multiple incidents and service requests while meeting deadlines
• Sound judgment when advising users and resolving technical issues
• Ability to collaborate effectively with IT teams, end users, vendors, and other stakeholders

As a Desktop Support Analyst, you will be a critical point of contact for end users who rely on technology to perform their work. Your ability to troubleshoot hardware and software issues, maintain reliable endpoint devices, manage incidents effectively, and provide exceptional customer service will directly support business continuity and user productivity.

This opportunity is ideal for an IT support professional who enjoys being hands-on, solving problems, working directly with end users, and continuing to expand their technical skills.