Desktop Support Analyst

TEKsystems•Springfield, MA

3d•$30 - $35•Onsite

About The Position

The Desktop Support Technician is responsible for providing onsite and remote technical support for end-user computing environments, workplace technology, and enterprise device deployment initiatives. This role supports desktops, laptops, mobile devices, printers, audio/visual equipment, telephony systems, Microsoft 365 applications, and network connectivity while ensuring a high-quality user experience. The technician serves as a key point of contact for employees, resolving technical issues, supporting workstation deployments and migrations, managing hardware assets, and assisting with technology projects such as office moves, PC refreshes, and infrastructure upgrades. This position requires strong troubleshooting skills, excellent customer service, and the ability to work effectively in fast-paced enterprise environments.

Requirements

High school diploma or equivalent required.
2+ years of desktop support, deskside support, workplace technology, field services, or related IT support experience.
Experience supporting Windows 10 and Windows 11 operating systems.
Experience supporting Microsoft 365 applications and services.
Working knowledge of: Active Directory and Azure AD (Entra ID), Multi-factor authentication (MFA), Computer hardware and peripherals, Printers and print services, Network connectivity and troubleshooting, Mobile devices and endpoint technologies
Experience with ServiceNow or similar ITSM/ticketing platforms.
Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication abilities.
Strong customer service orientation with the ability to support users of varying technical skill levels.
Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
Ability to work independently and collaboratively within a team environment.

Nice To Haves

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.
Experience supporting large-scale PC refresh, deployment, or migration projects.
Experience with Microsoft Intune, Autopilot, endpoint management, or device provisioning platforms.
Knowledge of asset management and inventory control processes.
Experience supporting enterprise environments with 500+ users.
Relevant certifications such as: CompTIA A+, Network+, Security+, Microsoft Certifications, MCSA, MCSE, ITIL Foundation.

Responsibilities

Provide onsite, remote, and desk-side technical support for hardware, software, networking, and workplace technology issues.
Troubleshoot and resolve problems involving desktops, laptops, tablets, printers, docking stations, monitors, mobile devices, telephony equipment, and peripherals.
Deploy, configure, image, provision, and support Windows 10/11 laptops and desktop computers.
Perform workstation replacements, hardware refreshes, new hire setups, and enterprise migration activities.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, Excel, and other productivity tools.
Assist users with login issues, password resets, multi-factor authentication (MFA), Active Directory account support, and access-related requests.
Configure and install hardware and software to corporate standards and validate functionality following deployment.
Support desk phones, conference room technology, video conferencing systems, mobile phones, hotspots, and workplace collaboration solutions.
Participate in office relocations, technology rollouts, operating system upgrades, and large-scale deployment projects.
Coordinate hardware distribution, collection, shipping, inventory management, and asset tracking activities.
Maintain accurate documentation of incidents, requests, deployments, and asset records using ServiceNow or other IT service management platforms.
Escalate complex technical issues to engineering, infrastructure, endpoint management, or vendor support teams when required.
Support printer installations, troubleshooting, and workstation connectivity to enterprise networks.
Perform moves, adds, changes, and decommissioning activities for end-user technology.
Monitor and manage ticket queues to ensure service-level agreements and customer satisfaction goals are achieved.
Provide white-glove support during migration events, deployment waves, executive support engagements, and scheduled technology cutovers.
Assist with project planning, staging, testing, hypercare, and post-deployment support activities.
Recommend process improvements and technology enhancements to improve service delivery and operational efficiency.