Desktop Support/IT Trainer

The Desktop Support & Training Analyst is responsible for providing comprehensive technical support, delivering end-user training, and maintaining computer hardware and software systems. This position ensures efficient IT service delivery, enhances user proficiency with corporate applications, and maintains a reliable desktop infrastructure that supports business goals. Key Responsibilities Diagnose, troubleshoot, and resolve hardware, software, and network issues for desktop and laptop computers, peripherals, and mobile devices Provide end-user technical support via help desk tickets, remote sessions, and on-site assistance, ensuring prompt resolution of incidents and service requests Develop and deliver training sessions on operating systems, productivity software, and specific business applications to employees of varying technical skills Install, configure, and maintain desktop hardware, software, and related peripherals, ensuring systems are updated and compliant with organizational standards Create and maintain documentation for support procedures, training materials, and user guides to facilitate knowledge sharing and onboarding Collaborate with IT teams to implement system upgrades, software deployments, and security measures across the desktop environment Manage user accounts, access permissions, and workstation inventories using enterprise management tools such as SCCM, Active Directory, or similar platforms Support remote work environments with VPN, virtual desktop infrastructure, and remote access solutions to improve remote user experience Monitor and optimize performance of desktop applications and systems, ensuring minimal downtime and high user satisfaction Assist in testing and rollout of new hardware, software, and updates, ensuring smooth transitions and user adoption Core Qualifications & Requirements Proven experience supporting Windows and MacOS desktop environments in a corporate setting Strong troubleshooting skills for hardware, software, and network connectivity issues Experience delivering end-user training and creating instructional materials Familiarity with enterprise management tools such as SCCM, Group Policy, Active Directory, or equivalent platforms Excellent communication and interpersonal skills, with the ability to translate technical concepts to non-technical users Nice-to-Have Qualifications Knowledge of ITIL processes and service management best practices Experience with remote support tools like TeamViewer, LogMeIn, or Remote Desktop Certifications such as CompTIA A+, Microsoft MTA, or Apple Certified Support Professional (ACSP) Familiarity with virtualization, VDI solutions, and cloud-based collaboration tools such as Office 365 or Google Workspace Basic knowledge of cybersecurity principles related to endpoint security Core Technical Skills Windows OS (Windows 10/11, Windows Server) | MacOS | Active Directory (AD) | SCCM | JAMF | VPN, Remote Desktop | Office 365, G Suite | Endpoint security tools | Ticketing systems (e.g., ServiceNow, Zendesk) #J-18808-Ljbffr The Phoenix Group