Job Description
Job DescriptionWe are looking for a Desktop Support Analyst to join our team in Clayton, Missouri. This is a Contract to permanent position, offering an excellent opportunity to grow your career in IT support. The ideal candidate will provide hands-on assistance with user issues, troubleshoot technical problems, and contribute to the efficient operation of our desktop environment.
Responsibilities:
• Monitor and manage incoming service tickets through the internal ticketing system, ensuring timely acknowledgment and resolution.
• Communicate effectively with users to provide updates on ticket progress and next steps.
• Perform initial troubleshooting for basic IT issues such as password resets, connectivity challenges, and software errors.
• Escalate complex technical problems to higher-level teams while maintaining accurate documentation.
• Record detailed and accurate information for all incoming tickets, prioritizing data integrity and workflow efficiency.
• Collaborate with Help Desk Analyst team members to resolve overflow tickets and support complex inquiries.
• Assist in team training sessions and meetings to stay informed about organizational tools and procedures.
• Act as a resource for users by offering clear guidance and meticulous support in resolving technical issues.
• Ensure proper tracking and documentation of all user interactions and issue resolutions.
• 0–1 year of experience in desktop support, help desk, or a similar IT role.
• Familiarity with ticketing systems such as ServiceNow or comparable platforms.
• Basic troubleshooting knowledge for hardware, software, and peripheral devices.
• Proficiency in Microsoft Office Suite and Windows 10.
• Strong communication skills, both verbal and written, with a customer-focused approach.
• Ability to multitask and prioritize effectively in a dynamic environment.
• Understanding of Active Directory and desktop imaging processes.