Desktop Support Analyst 1

Louisiana State University

2d•Onsite

About The Position

The Desktop Support Analyst 1 provides first-level technical support for faculty, staff, and students in a higher education environment. This role serves as a second-level support resource, resolving complex hardware and software technology issues while contributing to standardization, documentation, and continuous improvement of IT services.

Requirements

Bachelor's degree.
Ability to lift up to 50 pounds.

Nice To Haves

Candidates who have relevant experience in key job responsibilities are encouraged to apply -- a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Responsibilities

Provides endpoint and desktop support for university-supported technologies.
Troubleshoots hardware, operating system, and application issues across Windows, macOS, and mobile platforms.
Installs, configures, images, deploys, and maintains computers using centralized management tools.
Supports university-standard software including Microsoft 365, email services, VPN, endpoint security solutions, and learning management systems.
Diagnoses and resolves wired, wireless, and remote connectivity issues.
Provides support for accessibility and assistive technology solutions as needed.
Serves as a Tier 1 escalation resource for Help Desk staff and resolves advanced user issues.
Communicates technical information effectively to non-technical users including faculty, staff, students, and leadership.
Documents incidents, troubleshooting steps, and resolutions within the ticketing system and maintains accurate service records.
Meets established service level agreements (SLAs) and ensures timely resolution of service requests.
Participates in desktop and endpoint lifecycle initiatives including operating system upgrades, hardware refreshes, and enterprise software deployments.
Assists with endpoint security, patch management, and compliance activities.
Tests and evaluates new hardware and software solutions and recommends improvements to support processes, standards, and tools.
Contributes to continuous improvement of endpoint management practices.
Collaborates with systems, networking, and security teams to support integrated service delivery.
Provides guidance and informal mentoring to junior support staff and student workers.
Assists in the development of training materials, documentation, and knowledge base articles to improve support consistency and knowledge sharing across the organization.
Other duties as assigned.