Desktop Support Analyst

TEKsystems • Clayton, NC

1d • $25 - $35 • Onsite

About The Position

We are seeking a proactive Desktop Support Technician to provide advanced end-user support in a fast-paced enterprise environment. This role will serve as a primary point of contact for technical issues while also acting as an escalation resource for junior support staff. The ideal candidate will possess strong troubleshooting skills, excellent customer service abilities, and experience supporting Microsoft-based environments, endpoint management, user lifecycle processes, and IT documentation.

Requirements

• 3+ years of desktop support, help desk, or technical support experience.
• Strong experience troubleshooting Windows operating systems, hardware, software, and end-user applications.
• Experience working with Active Directory user administration and account management.
• Experience using IT ticketing systems and service desk tools.
• Familiarity with endpoint management, asset management, and documentation platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities while working independently.
• Demonstrated initiative and commitment to continuous process improvement.

Nice To Haves

• Experience with IT Glue, NinjaOne, Lansweeper, or similar systems management tools.
• Experience supporting employee onboarding and offboarding processes.
• Knowledge of Microsoft 365 administration and endpoint management solutions.
• Experience mentoring junior support staff or serving as an escalation resource.
• Experience supporting enterprise IT projects and infrastructure initiatives.

Responsibilities

• Provide onsite and remote technical support for end users, resolving hardware, software, account access, and system-related issues.
• Respond to and manage service desk tickets, emails, and phone requests in a timely manner.
• Troubleshoot and resolve complex technical issues escalated from junior team members.
• Serve as an escalation point for advanced desktop, application, and infrastructure-related support requests.
• Provide training, guidance, and mentorship to other IT Support Specialists.
• Assist with forecasting and identifying potential technical issues related to system changes and IT initiatives.
• Maintain accurate IT documentation, knowledge base articles, asset inventories, and support procedures.
• Utilize tools such as Active Directory, IT Glue, NinjaOne, Lansweeper, Excel, and other support platforms to manage users, devices, and documentation.
• Support employee onboarding and offboarding activities, including workstation setup, account provisioning, equipment deployment, and termination processing.
• Assist IT leadership with technical projects, system upgrades, hardware refreshes, and operational initiatives.
• Ensure accurate asset tracking and lifecycle management of company devices and equipment.
• Collaborate with cross-functional teams to improve support processes and service delivery.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed