Desktop Support Analyst

Job Description

Job Description

The Desktop Support Analyst plays a critical role in supporting all team members by delivering timely, high‑quality troubleshooting for desktop hardware, software, and mobile devices. The role requires strong customer service, technical expertise, and responsiveness, ensuring users receive efficient, reliable operational support.

Responsibilities

• Complete software installs, upgrades, and ad hoc project activities
• Set up and support desktops, laptops, tablets, and printers
• Monitor Helpdesk systems for inbound issues and respond promptly
• Support urgent operational needs including video conferencing setups, loaner equipment distribution, software license coordination, and VIP support
• Provide remote support to off‑site users and ensure seamless access
• Log and document all issues within the Helpdesk system
• Assess user issues quickly and professionally, taking the appropriate steps to resolve
• Escalate or refer unresolved issues to higher‑tier support when appropriate
• Investigate faults related to desktop applications and configurations, identifying and implementing effective solutions

Minimum Requirements

• Excellent oral and written communication skills
• Strong customer service and interpersonal skills
• Ability to coordinate multiple tasks successfully
• Working knowledge of Microsoft Office
• Experience supporting Windows and macOS environments
• Prior experience in customer support, help desk, or application support
• Experience developing and following IT procedures and/or work instructions

Preferred Qualifications

• Experience performing desktop imaging, hardware diagnostics, or device deployment
• Familiarity with Helpdesk or ticketing systems (e.g., Jira, ServiceNow)
• Basic knowledge of software installation processes, user access troubleshooting, or mobile device support
• Understanding of standard IT practices, workflows, or troubleshooting methodologies

Education and Relevant Experience

A BS/BA degree in an information technology field related field or equivalent experience in related field.

ARES Benefits:

ARES offers a competitive compensation and benefit package. Full time employees may participate in:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• HSA/FSA Accounts
• Life & Disability Insurance
• Critical Illness & Accident Insurance
• ESOP
• 401(k) Plan
• Paid Time Off & Holidays

ARES is an equal opportunity employer and complies with E-Verify. We believe in hiring a diverse workforce and fostering an inclusive culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. ARES shall abide by the requirements of 41 CFR 601.4(a), 60-300.5(a) and 60-741.5(a).

Our stated salary range represents a general guideline. However, ARES considers a number of factors when determining salary offers such as current market conditions, the scope and responsibilities of the position and the candidate's experience, education, and skills.

*Applications are going to be accepted on an ongoing basis until the position has been filled.