Job Description
Job DescriptionWe are looking for a Desktop Support Analyst to join our Telecom Services team in Grand Rapids, Michigan in a contract capacity with permanent potential. This role focuses on delivering reliable desktop support for end users by resolving hardware and software issues, preparing and deploying systems, and helping maintain a stable computing environment. The ideal candidate is comfortable working in a fast-paced support setting, providing remote assistance, and contributing to team processes that improve service quality and user experience.
Responsibilities:
• Troubleshoot desktop, laptop, and thin-client issues by identifying root causes, repairing faults, and restoring end-user productivity.
• Handle support tickets and service requests efficiently, including remote problem resolution and coordination for equipment shipment when hands-on repair is needed.
• Install, configure, image, and deploy new computer systems while helping organize rollout activities for hardware refreshes and user onboarding.
• Perform software updates, hardware replacements, backup support, and diagnostic testing to keep devices secure, current, and fully operational.
• Support IT initiatives by contributing to departmental and cross-functional projects involving end-user technology and workplace systems.
• Guide fellow desktop support team members on standard procedures, provide process training, and reinforce consistent service delivery practices.
• Create and maintain support documentation and knowledge resources to strengthen team troubleshooting and improve issue resolution times.
• Track desktop support activity for compliance with established standards, and help ensure asset records and inventory processes remain accurate.
• Assist with hardware and software purchasing planning by offering operational input on support needs, device standards, and deployment readiness.• At least 2 years of experience in desktop support or a closely related end-user support role.
• Working knowledge of Windows desktop operating systems, including user permissions, patching, upgrades, and security hardening practices.
• Experience with Active Directory administration, ticketing systems, and documenting technical procedures clearly for both users and team members.
• Strong troubleshooting ability across desktop hardware, peripherals, backup tools, network connectivity, and basic infrastructure components such as routers, switches, and firewalls.
• Familiarity with technologies such as Citrix, Cisco environments, Microsoft Windows Server, configuration management tools, and deskside support operations.
• Excellent customer service, communication, and prioritization skills, with the ability to stay proactive in a high-volume support environment.
• Associate’s degree or higher, or equivalent experience, along with a valid driver’s license and acceptable driving record.
• Preferred qualifications include CompTIA A+, Microsoft desktop support certifications, PowerShell scripting experience, Salesforce exposure, and support experience with Apple and Android devices.