Desktop Support Analyst

Job Description Job Description We are looking for a skilled Desktop Support Analyst to join our team in WAuwatosa, Wisconsin. In this Contract-to-Permanent position, you will provide Tier-2 technical assistance to end-users, ensuring smooth operation of IT systems and resolving issues with hardware, software, and network configurations. This role requires expertise in troubleshooting, documentation, and collaboration on IT projects to enhance overall service delivery. Responsibilities: • Deliver Tier-2 technical support to end-users, addressing hardware, software, and network issues with precision and efficiency. • Set up and configure IT devices and systems while proactively monitoring their performance to minimize disruptions. • Develop and maintain comprehensive documentation to streamline troubleshooting and reduce downtime during outages. • Collaborate on IT projects, ensuring successful implementation and alignment with organizational goals. • Facilitate IT procurement processes, including handling purchase requests and coordinating with vendors. • Manage service desk requests, prioritizing and escalating issues as needed to ensure timely resolution. • Implement and adhere to best practices for IT service delivery, focusing on customer satisfaction and communication. • Utilize ITSM tools such as ServiceNow or BMC Remedy to track and manage support cases. • Travel occasionally (less than 20%) to provide on-site support or participate in project activities. • Associate degree or equivalent experience; candidates with significant hands-on experience in IT support roles will be considered. • At least 3 years of experience in technical customer service, including remote and deskside support. • Proficiency in troubleshooting hardware and software issues within large organizations. • Strong communication skills, both written and verbal, to effectively interact with end-users and stakeholders. • Familiarity with ITSM tools such as ServiceNow or BMC Remedy for managing support workflows. • Ability to work independently and prioritize tasks in a dynamic environment. • Knowledge of technologies such as Cisco, Citrix, Dell, Active Directory, and Microsoft Windows 10 and Office 365. • Experience in creating technical documentation and processing IT purchase requests is a plus.

Location: Lena, IL, US

Posted Date: 6/24/2025