Desktop Support Associate Analyst
About The Position
Helps end-users resolve computer hardware and software issues by responding to inquiries, troubleshooting and diagnosing problems, and identifying solutions involving IT equipment and applications. The role follows a hybrid work model, with the selected candidate expected to work in the office three days per week in Denver, Colorado; Southfield, Michigan; or St. Petersburg, Florida. Initial training lasts one week and requires five days onsite. The position is not eligible for work visa sponsorship, now or in the future. The associate provides support by phone, remote access, and occasional onsite visits; manages incidents, service requests, and tasks; and documents troubleshooting and resolutions. The role also performs hardware diagnostics and software installations, supports users and technology projects, contributes to knowledge resources, tests new systems and equipment, and participates in an on-call rotation. Travel to branch offices is less than 25%.
Requirements
- Associate’s degree and two to three years of experience in a technical helpdesk or technical support environment, or an equivalent combination of education, training, and experience.
- Knowledge of advanced computer hardware and software troubleshooting and maintenance.
- Knowledge of Windows and macOS operating systems.
- Knowledge of mobile devices and mobile operating system environments.
- Knowledge of networking fundamentals, business and productivity applications, and security tools and best practices.
- Ability to communicate clearly across formats to technical and non-technical audiences.
- Strong analytical thinking, including identifying issues, interpreting data, and recommending solutions.
- Effective time and task management.
- Ability to quickly learn and apply new technical information.
- Proactive approach to meeting objectives and driving results.
- Strong customer service skills and ability to build productive relationships and ensure user satisfaction.
- Ability to work occasional non-standard shifts, including nights, weekends, or assigned on-call rotations.
- Completed associate’s degree and high school education are listed as required.
Nice To Haves
- Knowledge of financial services applications.
Responsibilities
- Install, configure, troubleshoot, and resolve hardware and software issues through phone support, remote access, and occasional onsite visits.
- Monitor and respond to incidents, service requests, and tasks in the call-tracking system, thoroughly documenting work.
- Explain technical concepts clearly to non-technical users.
- Install standard corporate software images and assist with system configuration.
- Follow company and departmental technology, security, and end-user support policies.
- Communicate system issues and disruptions to clients, peers, and management.
- Contribute to knowledge-base documentation, update reference materials, and analyze issue trends.
- Document product issues, troubleshooting steps, and resolutions.
- Conduct advanced hardware diagnostics and initiate warranty repair processes as needed.
- Participate in testing new hardware, software releases, and system enhancements.
- Support cross-functional technology projects as assigned.
- Participate in the on-call rotation and respond promptly to after-hours support needs.
- Travel to branch offices as required; travel is less than 25%.
Benefits
- Medical, dental, and vision benefits may be included.
- Life insurance may be included.
- Critical illness and accident insurance may be included.
- Disability benefits may be included.
- Retirement savings may be included.
- Paid time off, including vacation, holidays, and sick leave, may be included.
- Parental leave may be included.
- Additional compensation may include cash or equity, discretionary bonuses, or commissions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
