What are the responsibilities and job description for the Lead Desktop Support Analyst position at Sollucio?
Desktop Support Analyst (Lead-Level Support)
Overview - Onsite near Salem, Oregon
We are seeking a Desktop Support Analyst to provide hands-on technical support while helping elevate the maturity of the support function. This individual will serve as a lead presence, mentoring junior staff and improving service delivery in a fast-paced healthcare environment.
Key Responsibilities
• Provide Tier 1–2 support (70% tickets / 30% project work)
• Troubleshoot hardware and software issues across desktops, laptops, and peripheral devices
• Image, configure, deploy, and maintain end-user devices
• Support network connectivity issues (DNS, VPN, workstation integration)
• Perform system updates, patching, and routine checks to ensure stability and security
• Track and manage support requests through a ticketing system
• Assist with system rollouts, upgrades, and hardware/software deployments
• Maintain accurate documentation, technical guides, and support procedures
• Maintain and track IT asset inventory (hardware, software, peripherals)
• Coordinate with vendors for hardware repair or replacement as needed
• Provide end-user training and guidance to improve adoption and reduce support volume
• Mentor junior team members and elevate overall team capability
• Collaborate cross-functionally to ensure IT systems support business and clinical operations
Required Qualifications
• 3–6 years of desktop / IT support experience
• Strong troubleshooting skills across Windows environments
• Experience with device imaging, deployments, and endpoint configuration
• Basic networking knowledge (connectivity, DNS, VPN troubleshooting)
• Experience working within a ticketing system and structured support environment
• Ability to operate in both support-heavy and project-driven workloads
• Strong communication skills across technical and non-technical stakeholders
• Experience supporting 500 users (1000 preferred)
Ideal Candidate Profile
• Natural leader — takes ownership and drives issues to resolution
• Comfortable in fast-growing environments with evolving processes
• Service-oriented mindset with strong communication skills
• Able to bring structure, documentation, and mentorship to a developing team
• Experience in healthcare or regulated environments (preferred)