Role and Responsibilities

• Provide technical support and troubleshooting assistance to end-users via phone, email, remote, or in-person.
• Diagnose and resolve hardware and software issues related to desktop systems, printers, peripherals, and other IT equipment.
• Install, configure, and maintain desktop operating systems, software applications, and security patches.
• Manage user accounts, permissions, and access rights in Active Directory and other relevant systems.
• Collaborate with other IT teams to ensure the timely resolution of complex technical issues.
• Assist in the planning, testing, and implementation of new technologies, including hardware and software upgrades.
• Document and maintain accurate records of support requests, resolutions, and system configurations.
• Provide training and guidance to end-users on the effective use of desktop systems and software applications.
• Stay up to date with emerging technologies and industry trends to enhance technical knowledge and skills.
• Adhere to IT policies, procedures, and security guidelines to ensure the confidentiality and integrity of data.
• Effectively utilize vendor support as needed.
• Special projects as assigned by the Director of Technology.

• Bachelor’s degree or equivalent work experience in computer science, Information Technology, or a related field.
• Proven experience as a Desktop Support Analyst or similar role.
• Strong knowledge of desktop operating systems (Windows, macOS) and software applications (Microsoft Office Suite, antivirus software, etc.).
• Proficiency in troubleshooting hardware and software issues, including desktops, laptops, printers, and peripherals.
• Familiarity with Active Directory, user account management, and access control.
• Excellent problem-solving and analytical skills to diagnose and resolve technical issues.
• Strong communication and interpersonal skills to effectively interact with end-users and provide exceptional customer service.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Knowledge of network protocols, TCP/IP, and basic network troubleshooting is a plus.
• Relevant certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar certifications are desirable.

• Regularly required to sit at a desk for long periods of time.
• Must be able to move around large areas.
• Required to lift more than 20 pounds rarely.
• Must be able to view computer screens over long periods of time.
• Must be able to use hands to handle, control, or feel objects, tools, or controls.
• Must be able to conduct repetitive movements regularly.
• Must be able to hear, understand, and speak clearly.
• Must be able to see the details of objects and screens that are less than a few feet away.