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Desktop Support Analyst
Job Description
Job Title: Desktop Support Analyst
Location: White Plains, NY 10601
Duration: 12 Months (Possibility of Extension)
Payrate: $30 - $35 per hour
Project Overview
Job Functions & Responsibilities
Skills
Education & Certifications
Location: White Plains, NY 10601
Duration: 12 Months (Possibility of Extension)
Payrate: $30 - $35 per hour
Project Overview
- The Desktop Support Analyst provides hands on technical support to end users across the organization, ensuring timely resolution of incidents and service requests.
- The role focuses on delivering high quality customer service, supporting IT Service Management (ITSM) processes, and contributing to the stability and efficiency of desktop, mobile, and related end user technologies.
- This position operates within ITIL-aligned service delivery practices and requires strong communication, troubleshooting, and organizational skills.
Job Functions & Responsibilities
- Provide day to day technical support for desktops, laptops, mobile devices, printers, and peripherals.
- Diagnose and resolve hardware, software, network, and application issues in a timely manner. Use ITSM tools—such as ServiceNow—to manage incidents, service requests, and work orders.
- Follow ITIL-based processes including Incident Management, Request Fulfillment, Change Management, Configuration/Inventory Management, and Problem Management.
- Maintain accurate ticket documentation and ensure compliance with established service standards and SLAs.
- Assist in monitoring and improving service delivery using KPIs and trend analysis.
- Support deployment, configuration, and maintenance of end-user devices and software.
- Assist with application installations, updates, and troubleshooting.
- Help maintain CMDB accuracy and asset inventory updates.
- Deliver professional, customer focused support with clear communication and follow through.
- Provide guidance and basic training to end users regarding systems, tools, and standard procedures.
- Collaborate with cross-functional support teams (network, cybersecurity, application teams) as needed.
- Create and update technical documentation, knowledge base articles, and process workflows.
- Participate in continuous improvement initiatives related to IT service delivery.
Skills
- Foundational understanding of ITIL-based ITSM concepts.
- Experience with ITSM tools (ServiceNow, Remedy, Footprints, etc.).
- Working knowledge of Windows and/or macOS operating systems.
- Familiarity with Microsoft 365 (Teams, SharePoint Online, OneDrive, Outlook).
- Strong troubleshooting and problem solving skills with attention to detail.
- Ability to multitask, manage workloads, and prioritize effectively.
- Excellent communication, customer service, and teamwork skills.
Education & Certifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 1–5 years of experience in desktop support, service desk, or IT support environment.
- Experience supporting end user hardware, software, and enterprise applications preferred.
- ITIL Foundation certification is preferred or required depending on department standards.
- Exposure to Active Directory, MFA tools, remote support utilities, and endpoint management platforms (e.G., Intune, SCCM).
- Experience supporting enterprise environments and collaborating with multiple IT teams.
- Monday through Friday, 7.5-hour workday with .5-hour unpaid lunch, paid for time worked only (37.5 hrs./ week)
- 3 days on-site depending on assignment
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Ready to kickstart your career in the vibrant city of White Plains, New York? Nestled in the heart of Westchester County, this bustling metropolis offers a perfect blend of urban opportunities and suburban charm. Known for its diverse job market, top-notch schools, and easy access to New York City, White Plains boasts a thriving business scene, renowned art galleries like ArtsWestchester, top-notch dining options ranging from classic American fare to international cuisine, and popular attractions like the Westchester County Center and Kensico Dam Plaza. With a rich cultural heritage, excellent quality of life, and a plethora of parks and outdoor activities, White Plains is calling for talented individuals to join its dynamic workforce. Explore our job listings today and take your career to new heights in this exciting region!
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