Desktop Support Analyst 1

Job Title: Desktop Support Analyst I

Location: Madison, WI - Onsite role

Employment Type: Contract to Hire - USC, GC only

Job Summary

We are seeking a Client Computing Analyst I to join our IT team and provide desktop support, end-user computing services, and technical assistance in a fast-paced enterprise environment. This position is responsible for implementing, supporting, and maintaining PC hardware, software, and end-user computing technologies across LAN/WAN, mobile, and remote environments. The ideal candidate is customer-focused, technically proficient, and enjoys solving complex technical issues while providing exceptional customer service.

Key Responsibilities

• Implement, configure, support, and maintain desktop and end-user computing technologies.
• Install, test, deploy, and troubleshoot desktop hardware, operating systems, software applications, and peripherals.
• Provide technical support for Windows-based workstations, laptops, mobile devices, and remote users.
• Respond to and resolve escalated Help Desk incidents involving hardware, software, network connectivity, and application issues.
• Participate in a rotating 24/7 on-call support schedule.
• Assist end users by providing technical guidance, troubleshooting assistance, and informal training.
• Evaluate workstation hardware and software requests and recommend solutions that meet business requirements.
• Coordinate desktop moves, additions, changes, and equipment deployments.
• Create and maintain technical documentation, knowledge base articles, and end-user training materials.
• Perform workstation imaging, software installations, and user profile migrations.
• Monitor desktop hardware inventory and coordinate equipment lifecycle replacements.
• Participate in IT infrastructure projects, technology upgrades, and process improvement initiatives.
• Identify opportunities to improve operational efficiency and recommend system enhancements.
• Collaborate with Agile teams by translating customer requirements into user stories and technical tasks.
• Communicate effectively with business stakeholders and technical teams to ensure successful delivery of IT services.

Required Qualifications:

Education

• Associate degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent combination of education and relevant work experience will be considered.

Experience

• Minimum of 2 years of desktop or PC support experience within a networked enterprise environment.
• Experience supporting Microsoft Windows operating systems.
• Hands-on experience with:
• PC imaging and deployment
• User profile migration
• Desktop and laptop hardware support
• Peripheral device installation and troubleshooting
• Microsoft Office and standard business applications
• Desktop troubleshooting and issue resolution

Technical Skills:

Experience with:

• Windows 10/11 Administration
• Microsoft Office 365
• Active Directory / LDAP
• TCP/IP Networking
• DNS
• DHCP
• LAN/WAN Connectivity
• Remote Desktop Support
• Mobile Device Support
• PC Imaging Technologies (SCCM, MECM, MDT, Intune, or similar)
• Software Deployment
• Hardware Diagnostics
• Printer Support
• VPN Connectivity
• Desktop Hardware Installation and Repair

Knowledge & Competencies:

• Strong understanding of software distribution and deployment concepts.
• Working knowledge of enterprise networking fundamentals, including:
• TCP/IP
• LDAP
• DNS
• DHCP
• Firewalls
• Routers
• Excellent troubleshooting and analytical skills.
• Strong customer service orientation with the ability to communicate technical concepts to non-technical users.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to prioritize multiple tasks and work independently.
• Strong documentation and organizational skills.
• Ability to work collaboratively within a diverse team environment.
• Experience working within Agile methodologies is a plus.

Compensation: 25-30/hr on w2. This is the targeted compensation range for this role. Please note that this range is provided as a guideline and the final offer will be based on several factors, including but not limited to, skillset and competencies, level of experience, education, certifications, and location.

Benefits: We offer a benefits package including medical, dental, vision, and 401(k).

Work Authorization: The position is open only for US Citizens and GC holders at the direction of the client.

Equal Employment Opportunity: We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law.