Desktop Support Analyst

Job Description

Alderson Loop is seeking two Desktop Technicians to support an innovation hub at a Fortune 500 investment firm in downtown Baltimore, Maryland. This is an onsite, customer-facing role. Technicians spend much of the day helping users in person, resolving software issues and providing a professional walk-up support experience.

Responsibilities

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• Troubleshoot desktop software issues, including common Microsoft 365 and Office questions.
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• Assist users face-to-face, explain solutions clearly and follow issues through to resolution.
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• Replace simple peripherals such as headsets and mice.
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• Document work in a ticketing system and escalate complex hardware issues to the appropriate team.
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• Work alongside the onsite desktop team to keep support responsive and consistent.
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Qualifications

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• 1-6 years of desktop or help desk support experience, including in-person support.
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• Strong software troubleshooting skills and familiarity with Microsoft 365, including Excel.
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• Excellent customer service and comfort interacting with users throughout the workday.
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• Experience with ServiceNow or a similar ticketing system preferred.
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• Walk-up support or innovation hub experience strongly preferred. Financial services experience and familiarity with Excel macros are pluses.
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