What are the responsibilities and job description for the Desktop Support Analyst position at BlueSky Resource Solutions?
Overview
We are seeking an experienced Desktop Support Analyst to provide day-to-day technical support across end-user devices and serve as a go-to resource for troubleshooting and team guidance. This role supports a variety of hardware and software issues including laptops, printers, phones, and user access, while also bringing a proactive, leadership mindset to improve service delivery and user experience.
Key Responsibilities
- Provide hands-on support for desktops, laptops, printers, mobile devices, and phones
- Troubleshoot and resolve hardware, software, and connectivity issues in a timely manner
- Manage and resolve incidents and requests through ServiceNow ticketing system
- Administer user accounts, permissions, and access using Active Directory
- Install, configure, and maintain end-user systems and peripherals
- Support onboarding/offboarding activities including device setup and access provisioning
- Escalate complex issues as needed while maintaining ownership through resolution
- Document issues, resolutions, and support processes
Leadership & Collaboration
- Act as a senior resource for the desktop support team, helping guide less experienced technicians
- Take initiative in identifying recurring issues and recommending improvements
- Communicate clearly with both technical teams and business users
- Help prioritize tickets and ensure SLAs are met in a high-volume environment
- Contribute to a positive team environment and continuous improvement efforts
Required Qualifications
- 5 years of experience in desktop support, IT support, or help desk roles
- Strong hands-on experience with Windows environments, laptops, printers, and mobile devices
- Experience using Active Directory for user and access management
- Experience working with a ticketing system (ServiceNow preferred)
- Strong troubleshooting and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Excellent communication and customer service skills
Preferred Qualifications
- Experience in a corporate or enterprise IT environment
- Familiarity with basic networking concepts (VPN, Wi-Fi, connectivity issues)
- Experience supporting remote users
BlueSky Resource Solutions is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.