Desktop Support Analyst

Lap of Love•Lutz, FL

16h•$50,000 - $55,000•Hybrid

About The Position

Lap of Love Veterinary Hospice is seeking a Desktop Support Analyst to support its Systems Administration team within the Innovation and Technology department. This junior-level role helps maintain, configure, and ensure reliable operation of the company’s computer systems, VoIP phones, printers, servers, and other systems. The analyst provides first-level user support, installs software, performs initial configuration of new laptops and desktops, maintains asset inventory, and resolves issues to limit work disruptions. The role offers opportunities to learn, take on additional responsibilities, and advance within the company. The position is hybrid, with three days in the office and two days remote each week. The Monday–Friday schedule is either 8 a.m.–5 p.m. or 9 a.m.–6 p.m. Eastern Time, to be discussed during the interview process. The role is full-time and exempt, is based in Lutz, Florida, and does not require travel.

Requirements

Ability to troubleshoot hardware, software, and operating system issues on Windows and macOS machines.
Foundational knowledge of Azure Active Directory, Office 365, and Google Workspace.
Experience troubleshooting VoIP issues in Zoom Phone or a similar service.
Experience with desktop deployment for both Windows and macOS.
Ability to prioritize tasks based on urgency and impact with little direction.
Ability to write concise, detailed technical documentation.
High attention to detail and accuracy.
Ability to engage confidently with staff at all levels and across multiple parts of the organization while providing a high-quality service experience.
Self-starter with excellent follow-up skills and initiative.
Able to sit for prolonged periods, up to 8 hours per day.
Able to communicate frequently by telephone and computer technologies, including email, video conferencing, and instant messaging.
Possess manual dexterity and fine motor skills, and be able to operate a computer, read a screen, and type for prolonged periods of up to 8 hours per day.
Able to multitask using multiple computer tabs and platforms while engaging in conversation.
Able to quickly learn custom software.
Access to reliable and secure internet.
Maintain confidentiality of patient, client, and business information.
Comply with applicable laws, regulations, policies, procedures, and guidelines.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, System Administration, or a related field.
Minimum of 1–3 years of system or desktop administration experience.

Responsibilities

Perform initial triage and respond to incoming support requests from Lap of Love staff.
Prioritize and escalate issues as needed while maintaining ownership through resolution.
Install, troubleshoot, and update software on company laptops and desktops.
Perform initial triage and respond to Zoom Phone and Five9 Contact Center issues.
Troubleshoot hardware and software issues using diagnostics, triage, and documentation.
Assist in creating and maintaining the IT knowledge base and documentation.
Assist in maintaining the company’s asset management system.
Guide users on proper use of hardware and software features.
Perform additional tasks delegated by the system administration team.
Manage equipment for employee onboarding and offboarding.