Desktop Support Analyst I

DYOPATH•Whitsett, NC

3d•Onsite

About The Position

DYOPATH is seeking a detail-oriented Desktop Support Analyst to provide hands-on technical support in a fast-paced, customer-focused environment. The role supports desktops, laptops, software, printers, scanners, and other peripherals, while maintaining reliable endpoint technology and a positive end-user experience. The position is on-site in Whitsett, North Carolina, with a first-shift schedule of 8 a.m. to 5 p.m., Monday through Friday, at a pay rate of $24 per hour. The analyst is a key point of contact for end users who rely on technology to perform their work. The role involves diagnosing and resolving hardware and software issues, managing incidents and service requests, maintaining endpoint devices, and providing clear technical guidance. It also contributes to business continuity and user productivity through documentation, technology deployments, continuous improvement initiatives, and special IT projects.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field, or four years of comparable IT work experience.
CompTIA A+ certification required.
Intermediate-level computer hardware troubleshooting skills.
Intermediate-level software and application troubleshooting skills.
Hands-on desktop support and end-user technical support experience.
Experience supporting Windows desktops and laptops.
Working knowledge of Microsoft 365 (Office 365/O365) applications.
Experience supporting printers, scanners, and other peripheral devices.
Experience installing, configuring, deploying, and maintaining endpoint devices and applications.
Familiarity with IT ticketing systems, incident management, service requests, and SLA requirements.
Experience supporting system, software, security, and antivirus updates.
Ability to diagnose technical issues and provide sound technical advice and problem resolution.
Experience creating technical documentation, troubleshooting procedures, or knowledge base articles.
Strong customer service and end-user support mindset.
Excellent written and verbal communication skills.
Ability to explain technical information clearly to users with different levels of technical knowledge.
Strong troubleshooting, analytical, and problem-solving skills.
Detail-oriented with strong organizational skills.
Ability to prioritize multiple incidents and service requests while meeting deadlines.
Sound judgment when advising users and resolving technical issues.
Ability to collaborate effectively with IT teams, end users, vendors, and other stakeholders.

Nice To Haves

SharePoint experience.

Responsibilities

Provide technical support for desktops, laptops, printers, scanners, and other peripherals.
Analyze and troubleshoot end-user incidents, service requests, hardware issues, and software problems.
Provide desktop and end-user support in person, over the phone, and through chat.
Install, configure, deploy, maintain, and troubleshoot company PCs, laptops, software, and peripheral devices.
Create, receive, track, and resolve incidents, tasks, and service requests using IT ticketing systems.
Meet response and resolution times in accordance with established service-level agreements (SLAs).
Meet with end users as needed to troubleshoot recurring or complex technical issues.
Perform Microsoft security patches, antivirus updates, and software or application updates.
Troubleshoot operating-system, application, hardware, connectivity, and process errors.
Order replacement parts and coordinate hardware maintenance and repairs.
Support IT asset management and endpoint lifecycle activities.
Coordinate with third-party vendors and technical service providers when necessary.
Create, edit, and maintain technical documentation and knowledge base articles.
Document processes, procedures, and technical requirements.
Develop instructional materials and troubleshooting guides to support end-user self-service.
Support continuous improvement initiatives, technology deployments, and special IT projects.