Desktop Support Analyst role supporting Information Technology Services with customer-focused end-user technology support in Washington, DC.

Deliver professional, customer-focused support with strong follow-through.
Configure and reconfigure end-user hardware, including workstations and printers, for new office setups and acquisition activities.
Troubleshoot and resolve end user issues across hardware, software, and connectivity, including more complex problems using available resources and established escalation paths.
Own technology support for assigned offices and staff while coordinating with immediate, regional, U.S., and corporate IT teams as needed.
Coordinate with office staff and IT teams during scheduled hardware refresh activities.
Create and maintain accurate, consistent records for all support requests.
Track and monitor issue resolution progress; keep users informed with status updates and next steps.
Maintain current knowledge of supported technologies and support policies to provide accurate solutions and recommend service improvements.
Follow IT policies, standards, procedures, and security requirements when delivering support and implementing solutions.
Share knowledge, documentation, and practical solutions with peers to support consistent delivery across the IT organization.

Proven competence in a Microsoft Windows environment, including Windows 11, Microsoft Office 365, and Microsoft System Center Configuration Manager (SCCM).
Strong, hands-on PC hardware experience including setup, configuration, and rebuilding of workstations.
Demonstrated troubleshooting and analytical skills; ability to resolve more complex technical issues and identify root causes, engaging appropriate support teams when needed.
Excellent customer service, communication, and interpersonal skills.
Ability to manage competing priorities and adapt to changing business needs.
Ability to clearly communicate technical information, issue status, solutions, and next steps to users, business stakeholders, and IT teams.
Ability to work collaboratively as a team member; seek or provide assistance when appropriate.
Minimum three days per week on site.
Ability to move, carry, and manipulate equipment up to 50 pounds.
Valid driver’s license and satisfactory driving record required.

Experience with ServiceNow and engineering design applications is a plus.
Experience working in an ITIL based and SOX compliant organization is a plus.

Technical degree/diploma/certificate or equivalent in a related field; or equivalent combination of education and experience.
Minimum 5-6 years of related experience.

Desktop Support Analyst

Job Description