Desktop Support Analyst

Cayuse Holdings•Canonsburg, PA

2d•Hybrid

About The Position

The Desktop Support Analyst provides day-to-day support for end-user computing and the technology environment at a telecommunications industry client. The position delivers customer-focused operational support for desktop services, resolves desktop problems and incidents, and supports infrastructure maintenance and development. The role is hybrid in Canonsburg, Pennsylvania, with four days onsite and one day remote, and reports to the Program Manager.

Requirements

High school diploma or equivalent.
Three to seven years of experience maintaining and supporting IT, desktop, or computer systems across an enterprise.
Ability to pass a background check; additional checks may be required by projects or clients during employment.
Excellent communication and customer-facing skills.
Strong technical knowledge and experience in multiple aspects of client-computing services.
Experience working collaboratively with suppliers and third-party vendors.
Ability to analyze situations quickly and respond appropriately and effectively.
Effective prioritization skills, drive, enthusiasm, and self-starting ability.
Technical credibility, independent judgment, and strong decision-making related to desktop matters, including under pressure.
Good problem-solving and analytical skills, including quickly determining the impact of desktop issues.
Ability to contribute to operational roadmaps by identifying future opportunities and challenges.
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and SharePoint.
Ability to work onsite four days a week.
Ability to sit for extended periods and use a computer and other office productivity tools with sufficient speed to meet job demands.

Nice To Haves

Bachelor’s degree with a technical focus such as Information Systems, Computer Science, or a related field, or equivalent work experience.

Responsibilities

Provide customer-focused operational support for defined desktop services.
Resolve desktop problems, incidents, issues, and emergencies.
Respond to assigned tasks according to predefined guidelines and meet service-level targets.
Troubleshoot hardware failures and escalate them to manufacturers for onsite or depot service dispatch.
Maintain accurate service asset and configuration management records for desktop infrastructure.
Support third-party vendors with installation, configuration, delivery, maintenance, and monitoring of components and services in accordance with defined roadmaps, strategies, policies, and standards.
Assist with infrastructure development and build activities, including release and deployment management for new services such as operating system upgrades and new desktop builds.
Document desktop problems and resolutions and provide the information to the knowledge base administrator.
Perform other duties as assigned.