Desktop Support Analyst

Information Technology
in Phoenix
, AZ
Reference: 19-03502


  • Provide daily direct desktop and point of sale hardware, software and peripheral support by performing troubleshooting, root cause analysis and problem resolution with minimal supervision
  • Responsible for provisioning desktops, laptops and mobile devices, including Windows image management, initial configuration and setup
  • Provide status updates to end-users, Service Desk and Management as required
  • Assist in determining suitable software needs to meet user requirements
  • Supports and maintains effective relationships with users and IT support team, and shares automation and process improvement options with the team for review
  • Perform, Enhance and document procedures for compliance with regulatory and business requirements for PCI and SOX such as desktop patching and malware remediation
  • Develops, documents and implements standard procedures and customer service guidelines relating to IT support
  • Basic network knowledge including patching, cabling and troubleshooting level 1 network related issues
  • Create and maintain technical documentation and deliver 1:1 end-user instruction
  • Provide guidance to vendors related to IT procedures
  • Work with vendors to resolve support issues and maintain optimum service levels
  • Will maintain Time Tracking by activity type, and submitted to Manager for weekly approval


  • 5 years experience supporting various desktop and infrastructure technologies in a Microsoft Active Directory environment (Windows 7, Windows XP and Microsoft Office, Apple iPhone and iPad)
  • In depth knowledge of PC’s and all associated peripherals
  • A high degree of emotional intelligence and the ability to remain calm and maintain proper customer server while dealing with direct customer service issue in a one on one situation
  • Excellent written and communication skills