Desktop Support Analyst

Gulfstream • Savannah, GA

1d • Onsite

About The Position

The Desktop Support Analyst provides timely, competent, and highly professional guidance and on-site executive support for installed products and applications. The role primarily supports C-suite executives and their support staff, providing technical assistance, training, and guidance on software installation, use, and troubleshooting. The analyst assesses customers’ technical environments and explains complex issues in non-technical terms to maintain customer satisfaction.

This entry-level position is based in GAC Savannah and requires desktop and Windows/PC expertise, customer-facing problem-solving skills, and a strong understanding of the ITIL Incident Management Process. The role may involve travel up to 25% and is on the first shift. Candidates must be able to read, write, speak, and understand English. A credit history check will be conducted for candidates, including new hires and current employees seeking promotion or transfer.

Requirements

• Associate's degree or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• Ability to deliver technical support services within established guidelines.
• Desktop, Windows, and PC expertise.
• Problem-solving and customer-facing skills.
• Deep understanding of the ITIL Incident Management Process.
• Excellent interpersonal skills for interacting effectively with internal and external clients and vendors.
• Excellent analytical, assessment, planning, verbal, and written communication skills.
• Strong customer service and de-escalation skills.
• Ability to work independently while following established IT, security, and support processes.
• Strong technical judgment to distinguish endpoint issues from application, network, identity, policy, or infrastructure problems.
• Ability to read, write, speak, and understand English.
• Ability to complete a credit history check.

Nice To Haves

• Degree in Computer Science, Management Information Systems, or a technology-related field.
• Experience providing desktop technical support.
• Advanced Windows 11 troubleshooting and endpoint support experience.
• Microsoft Intune and endpoint management experience.
• Knowledge of Microsoft Configuration Manager (SCCM).
• Windows Autopilot provisioning and deployment experience.
• Experience troubleshooting Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office.
• Active Directory and Microsoft Entra ID administration and troubleshooting experience.
• Experience troubleshooting identity, authentication, MFA, and access issues.
• PowerShell scripting and task-automation experience.
• Experience developing technician tools, scripts, and diagnostic utilities.
• Software installation and deployment troubleshooting experience.
• Windows Event Viewer and application-log analysis experience.
• Hardware diagnostics, repair, and lifecycle-support experience.
• Technical mentoring, knowledge transfer, technical documentation, and knowledge-base development experience.

Responsibilities

• Provide timely technical support and guidance on software installation, utilization, and troubleshooting.
• Provide technical support to executive management and designated VIPs, and train customer staff.
• Analyze customers’ technical environments and explain complex issues in non-technical terms to maintain customer satisfaction.
• Observe and report on customer-support activities and provide ideas, input, and innovation throughout the development process.
• Perform other duties as assigned.
• Provide support involving Windows 11, endpoint management, Microsoft 365 applications, identity and access, software deployment, and hardware diagnostics.
• Develop technician tools, scripts, diagnostic utilities, technical documentation, and knowledge-base content.
• Mentor other support technicians and transfer technical knowledge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree