Desktop Support Analyst - Ticketing System (2-4 yrs)

Job Description :

Key Responsibilities :

- Respond to user inquiries and resolve technical issues via phone, email, and in-person.

- Troubleshoot and resolve a wide range of hardware and software issues, including :

1. Operating system issues (Windows, macOS)

2. Application software issues (Microsoft Office Suite, browsers)

3. Network connectivity issues (Wi-Fi, VPN)

4. Printer and peripheral issues

5. Audio/video conferencing issues

- Install, configure, and maintain computer hardware and software.

- Assist with the deployment and maintenance of desktop images and software.

- Troubleshoot and resolve hardware malfunctions.

- Assist with user account creation, modifications, and password resets.

- Document and track all support requests and resolutions in a ticketing system.

- Escalate complex issues to higher-level support teams when necessary.

- Proactively identify and resolve recurring issues.

- Provide basic user training on company IT policies, procedures, and software applications.

- Develop and maintain user documentation and knowledge base articles.

Qualifications :

- 2+ years of experience in providing desktop support in a corporate environment.

- Strong understanding of Windows operating systems (Windows 10/11).

- Experience with common desktop applications (Microsoft Office Suite, browsers).

- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

- Excellent communication and interpersonal skills.

- Strong customer service orientation with a focus on user satisfaction.

- Ability to work independently and as part of a team.

- A+ certification (preferred)