Desktop Support Analyst

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.

• At least 2 years of experience in desktop support or a closely related end-user support role.

• Working knowledge of Windows desktop operating systems, including user permissions, patching, upgrades, and security hardening practices.

• Experience with Active Directory administration, ticketing systems, and documenting technical procedures clearly for both users and team members.

• Strong troubleshooting ability across desktop hardware, peripherals, backup tools, network connectivity, and basic infrastructure components such as routers, switches, and firewalls.

• Familiarity with technologies such as Citrix, Cisco environments, Microsoft Windows Server, configuration management tools, and deskside support operations.

• Excellent customer service, communication, and prioritization skills, with the ability to stay proactive in a high-volume support environment.

• Associate’s degree or higher, or equivalent experience, along with a valid driver’s license and acceptable driving record.

• Preferred qualifications include CompTIA A+, Microsoft desktop support certifications, PowerShell scripting experience, Salesforce exposure, and support experience with Apple and Android devices.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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