Desktop Support Analyst I

Are you energized by solving technical issues and helping end users stay productive and connected?

We are seeking a detail-oriented Desktop Support Analyst who thrives in a fast-paced environment, enjoys troubleshooting, and delivers exceptional customer support.

• Meaningful Impact – Play a key role in supporting day-to-day business operations
• Growth & Development – Opportunities to expand technical skills and build your career
• Collaborative Environment – Work alongside a supportive and team-focused group
• Customer-Focused Culture – Make a direct impact by helping users resolve technical issues

• Location: On-site (Whitsett, NC)
• Schedule: 1st Shift (8a-5p); Monday through Friday
• Pay Rate: $24.14

• Provide technical support for desktops, laptops, printers, scanners, and peripherals
• Analyze user requests and incidents to determine appropriate resolutions
• Troubleshoot hardware and software issues via phone, chat, or in person
• Install, deploy, and maintain company systems, devices, and applications
• Track, manage, and resolve incidents and service requests using ticketing systems while meeting established SLAs
• Organize and participate in user meetings to discuss and resolve recurring or complex issues
• Perform software and system updates, including:
  • Microsoft security patches
  • Antivirus signature updates
  • Other application updates
• Order parts and manage hardware repairs and asset maintenance
• Act as a point of contact for third-party vendors and service providers
• Document processes, procedures, and technical requirements
• Create, edit, and maintain knowledge base articles
• Develop clear instructional materials to support self-service capabilities
• Troubleshoot system errors, reports, and processes to ensure optimal performance
• Support continuous improvement initiatives and special projects

• Bachelor’s degree in computer science, IT, or related field OR
• Four (4) years of equivalent work experience
• A+ Certification required

• Intermediate hardware and software troubleshooting skills
• Experience with Microsoft O365 Suite and SharePoint (preferred)
• Strong written and verbal communication skills
• Ability to provide sound technical advice and problem resolution
• Detail-oriented with strong organizational skills
• Ability to prioritize workload and meet deadlines
• Strong customer service mindset
• Ability to collaborate effectively within a team environment

As a Desktop Support Analyst, you play a crucial role in maintaining reliable IT operations and ensuring end users can work efficiently. Your technical expertise, problem-solving abilities, and customer-first mindset will directly contribute to organizational success and continuous service improvement.