Desktop Support Analyst 1 – IT Support

About the role

The Desktop Support Analyst 1 provides first‑level technical support for faculty, staff, and students in a higher‑education environment. Acting as a second‑level resource, the analyst resolves complex hardware and software issues while helping to standardize, document, and continuously improve IT services.

Key responsibilities

• Provide endpoint and desktop support across Windows, macOS, and mobile platforms, including imaging, configuration, deployment and maintenance using centralized management tools.
• Serve as a Tier 1 escalation point for Help Desk staff, handling advanced user issues, documenting incidents, and meeting SLA targets.
• Participate in lifecycle initiatives such as OS upgrades, hardware refreshes, enterprise software deployments, patch management and endpoint security compliance.
• Collaborate with systems, networking and security teams, mentor junior staff and student workers, and contribute to knowledge‑base articles.

Required profile

• Bachelor’s degree or equivalent experience in a related field.
• Ability to lift up to 50 pounds and pass a pre‑employment background check.

Required skills

• Windows and macOS operating systems.
• Microsoft 365, email services, VPN, and endpoint security solutions.
• Imaging and centralized endpoint management tools.
• Wireless and wired network troubleshooting, remote connectivity support.
• Learning management systems and accessibility/assistive technology support.

What we offer

• Comprehensive health, dental, vision, life and disability insurance.
• Retirement plans, paid holidays, flexible spending accounts and tuition exemption for qualified positions.
• Training, development opportunities and employee discounts.