Desktop Support Analyst

Desktop Support Analyst

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.