Desktop Support Analyst

We are seeking a highly skilled and customer-focused Deskside Support IT Analyst to support the IT Operations team. This role is responsible for ensuring reliable computer operations for end users by resolving escalated help requests, providing hands-on technical support, managing user accounts, and collaborating closely with network and server teams. The ideal candidate thrives in a fast-paced environment, delivers exceptional customer service, and contributes to continuous improvement across IT functions.

Key Responsibilities

General Support

• Image PCs using SCCM and configure new laptops/workstations with automated tools.
• Perform break/fix support for desktops, laptops, printers, and touchscreen devices.
• Support network and server teams with escalated and advanced troubleshooting.
• Lead small-scale IT projects with minimal supervision.
• Collaborate with IT Operations and business users to resolve issues and complete project tasks.
• Maintain accuracy tracking leased equipment, return dates, and refresh cycles.
• Contribute to team initiatives and knowledge base updates.

Strategy & Planning

• Review incident trends to identify recurring issues and recommend preventative solutions.
• Notify management of emerging patterns in incidents or outages.

Acquisition & Deployment

• Deploy software packages using automated tools.
• Assist with software releases and rollouts following change management best practices.

Operational Support

• Provide remote and deskside technical support using diagnostic and remote-access tools.
• Escalate issues with clear, accurate documentation to appropriate teams or vendors.
• Deliver exceptional customer service and maintain strong communication with users and IT leadership.
• Support conference room technologies and telecommunications systems.
• Create and manage user accounts, directory permissions, and application access for new hires, terminations, and role changes.
• Research solutions using internal/external knowledge bases.
• Perform hands-on fixes when remote access is not feasible.
• Test and validate solutions to ensure problem resolution.
• Develop user-friendly guides, help sheets, and FAQs.
• Support SLA compliance and contribute suggestions for ongoing service improvements.

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Math, Business Administration with IT coursework, or equivalent experience.
• Exceptional written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritize tasks in high-pressure environments.
• Customer-service oriented with experience working in collaborative teams.
• Ability to quickly learn and retain new information.
• Strong documentation skills and fluency in English.
• Highly self-motivated, organized, and detail-oriented.
• Experience in the steel/metal or manufacturing industries.
• Relevant IT certifications (A , Net , Microsoft, etc.).