Encore Talent Solutions · 1 day ago
Desktop Support Analyst
Hilliard, OH
Contract
Onsite
Entry, Mid Level
$26/hr - $30/hr
2+ years expEncore Talent Solutions has partnered with a client in the Hilliard, OH area to identify a Desktop Support Analyst. This role involves providing advanced technical support for employee devices and software, ensuring a high level of customer service while resolving complex technical issues.
Staffing & Recruiting
Hiring Manager
Chris Hayes
Responsibilities
Provide Tier 2 technical support for end-user incidents and requests (onsite and remote) that cannot be resolved by the Service Desk
Triage, prioritize, and resolve issues efficiently while meeting deadlines and service expectations
Record, track, and document all work in the ITSM/ticketing system (e.g., ServiceNow)
Image, configure, deploy, and troubleshoot Windows endpoints; support PC refresh/replacement programs and emergency exchanges
Maintain accurate hardware asset and software inventory records
Deploy and troubleshoot software/hardware; support software distribution and patching tools (e.g., SCCM)
Diagnose and resolve complex endpoint issues, including Windows profile rebuilds and OS-level troubleshooting
Troubleshoot network/VPN/MFA issues impacting end users
Analyze logs within Microsoft applications to identify root cause and drive resolution
Partner with internal IT resources and escalate appropriately when incidents require specialized support
Support IT projects/implementations and contribute to documentation and process improvements
Maintain strict confidentiality of sensitive information and follow policies/procedures
Qualification
Required
Strong troubleshooting and problem-solving skills; ability to quickly assess issues and identify solutions
Working knowledge of Microsoft Windows operating systems and common enterprise applications
Understanding of desktop configuration concepts, including Group Policy (GPO)
Strong customer service orientation with professional written and verbal communication
Ability to manage multiple priorities with minimal supervision; high attention to detail and time management
Team-oriented mindset and ability to collaborate across departments
Preferred
Associate's or Bachelor's degree in IT (preferred)
ITIL certification (preferred)
Equivalent combination of education, certifications, and experience will be considered
2+ years experience with Windows desktop OS deployment and support
2+ years experience with SCCM or similar software distribution tools
Experience supporting/deploying Windows 11
Experience working within an ITSM platform such as ServiceNow
Prior corporate remote support experience
Company
Encore Talent Solutions
The more you’ve been looking for.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase