Desktop Support Analyst

We are looking for a Desktop Support Analyst to join our Telecom Services team in Grand Rapids, Michigan in a contract capacity with permanent potential. This role focuses on delivering reliable desktop support for end users by resolving hardware and software issues, preparing and deploying systems, and helping maintain a stable computing environment. The ideal candidate is comfortable working in a fast-paced support setting, providing remote assistance, and contributing to team processes that improve service quality and user experience.Responsibilities:• Troubleshoot desktop, laptop, and thin-client issues by identifying root causes, repairing faults, and restoring end-user productivity.• Handle support tickets and service requests efficiently, including remote problem resolution and coordination for equipment shipment when hands-on repair is needed.• Install, configure, image, and deploy new computer systems while helping organize rollout activities for hardware refreshes and user onboarding.• Perform software updates, hardware replacements, backup support, and diagnostic testing to keep devices secure, current, and fully operational.• Support IT initiatives by contributing to departmental and cross-functional projects involving end-user technology and workplace systems.• Guide fellow desktop support team members on standard procedures, provide process training, and reinforce consistent service delivery practices.• Create and maintain support documentation and knowledge resources to strengthen team troubleshooting and improve issue resolution times.• Track desktop support activity for compliance with established standards, and help ensure asset records and inventory processes remain accurate.• Assist with hardware and software purchasing planning by offering operational input on support needs, device standards, and deployment readiness.