ASSYST is seeking a skilled Desktop Support Analyst to provide first and second-tier technical support for our client in Laurel, MD. This role is pivotal in ensuring smooth, efficient operations by diagnosing and resolving issues related to desktop hardware, software, and network connectivity. The Desktop Support Analyst will manage both on-site and remote support, handle a variety of devices and applications, and ensure a seamless user experience.

Job Title: Desktop Support Analyst
Location: Laurel, MD (Hybrid - 3days Onsite 2 days Remote)

Key Responsibilities:

• Diagnose and resolve issues related to hardware, software, and network connectivity via phone, remote access, and onsite support for end users.
• Provide support across all endpoint platforms, including desktops, tablets, and smartphones.
• Install, repair, and support all endpoint devices, applications, and peripherals such as printers, faxes, and other office equipment.
• Collaborate with the IT team and follow up to ensure completion of assigned tasks.
• Develop and contribute to IT documentation, FAQs, and knowledge bases to address common technical issues with configurations, hardware, networking, and applications.
• Design and execute documented, repeatable processes to troubleshoot desktop services and systems, and propose process improvements.
• Maintain an accurate inventory of IT assets, including hardware and software on each desktop system.
• Identify recurring issues and escalate trends as necessary.
• Engage with customers through various communication methods in line with customer service and quality guidelines.
• Log, assign, and respond to assistance requests promptly, adhering to set Service Level Agreements (SLAs).
• Ensure follow-up on support incidents to ensure resolution and satisfaction.

Preferred Qualifications and Experience:

Education: High school diploma or equivalent required; an Associate degree is preferred.

General Experience: Minimum of 3 years of desktop support experience.

Specialized Experience: Proficiency in Active Directory, Windows OS, SCCM, and ITIL methodologies.

Skills and Knowledge:

• Working knowledge of remote connectivity tools (e.g., SCCM, Maas360, Azure, Intune).
• Strong skills in installing, configuring, and troubleshooting computers within a managed Windows network environment.
• Familiarity with computer hardware, software, and general office equipment, including copiers, scanners, and smartphones.
• Comprehensive knowledge of Microsoft Office Suite, including Outlook, with experience in installation and configuration management.
• Strong analytical, organizational, and multitasking skills.
• Excellent customer service skills and the ability to troubleshoot moderately complex issues independently.

ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.