Desktop Support Analyst

Position Overview

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Ledgent Technology's client is actively seeking a Desktop Support Analyst in Aurora, CO. This is a full-time, contract-to-hire position with a hybrid schedule, primarily onsite with the potential for 1 to 2 remote days after training is successfully completed. The Desktop Support Analyst will work under the supervision of the Manager of Desktop Support, providing second-line technical support for all staff via phone, email, online, and in person. The successful candidate will be responsible for resolving support requests, ensuring customer satisfaction, and maintaining continuous service delivery.

Responsibilities

• Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and various software applications.
• Assist users with IT-related incidents via phone, in person, or remote sessions.
• Build, configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones, and other equipment.
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems.
• Install and support PC, laptop, tablet, and mobile hardware and software.
• Create alternative methods for completing tasks, correcting user errors, and improving desktop team functions.
• Participate in hardware and software reviews and recommend purchases.
• Maintain inventory of installed software, manage software licensing, and create policies and procedures for upgrades.
• Work with hardware and software vendors to verify timely product delivery and ensure new equipment is ready to operate on schedule.
• Ensure desktop computers interconnect seamlessly with diverse systems.
• Document procedures, standards, best practices configurations, settings, installation sequences, and back-out instructions.
• Take ownership of issues by carrying out problem analysis to implement fixes, escalating incidents as necessary.
• Accurately record, update, and document requests using the IT service management system.
• Create, maintain, and publish support documentation or knowledge articles to assist staff in resolving incidents and service requests.
• Follow up with clients to ensure systems are functional and tickets are resolved to their satisfaction.

Qualifications

• Minimum of 3 years' experience as a Desktop Support professional or related experience; Healthcare IT with HIPAA knowledge preferred.
• Bachelor's degree in an IT field or equivalent combination of education and experience.
• Excellent verbal, written, and interpersonal communication skills.
• Customer service skills with the ability to communicate effectively with technical and non-technical colleagues.
• Knowledge of active directory, GPO (Group Policy Objects), and Microsoft Office 365.
• Experience with Microsoft System Center Configuration Manager (SCCM).
• Experience in designing and deploying desktop and laptop endpoints.
• Knowledge of Windows 7 and Windows 10.
• Hands-on experience in Desktop OS & applications.
• Problem-solving and multitasking skills with the ability to manage changing priorities.
• Microsoft certification preferred.
• ITIL Foundation certification preferred.

Required Work Hours

Monday - Friday, 8:00 AM - 5:00 PM

Benefits

At Ledgent Technology, contractors are prioritized as Ambassadors. A comprehensive benefits program includes:

• Minimum Essential Coverage (MEC) Plan
• Basic and enhanced hospital indemnity plans
• Dental and vision coverage
• Accident and critical illness plans
• Term life insurance
• Short-term disability plan
• Direct deposit/pay card options
• Credit union membership
• Employee discount clubs
• Referral bonuses
• Training and coaching
• Specialized recognition programs

Additional Details

Hourly Rate: $28.00 - $36.00, based on experience

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. xhyhwjd We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.