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Desktop Support & Training Analyst
Job Description
An innovative technology solutions provider is seeking a skilled Desktop Support & Training Analyst to enhance end-user support, deliver effective training, and optimize desktop environments across a dynamic organization within the IT services industry. This role offers an opportunity to improve user productivity and ensure seamless technology operations for a growing professional services organization.
Role Overview
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)
Career Impact
Joining this organization as a Desktop Support & Training Analyst offers the opportunity to directly impact employee productivity and technology adoption within a thriving, innovative environment.
Apply Today!
If you possess a passion for technology, excellent support skills, and a commitment to user training, we encourage you to apply now to be part of this forward-thinking organization.
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Meet Your Recruiter
Cassie DiPierdomenico
Senior Principal Recruiter
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