Volantsoft Inc

Sep 29, 2026

Desktop Support Analyst

United States

Lawrenceville, Georgia, United States

Job Description

Position Description

Plays a crucial role in ensuring the efficient functioning of an organization's IT infrastructure by providing technical assistance and support to end-users. This role involves responding to user inquiries, diagnosing, and resolving hardware and software issues, and maintaining the overall health of desktop systems. Collaborates with the IT team to address technical challenges, implement solutions, and contribute to the organization's IT strategy. This role requires a balance of technical expertise, effective communication, and a commitment to delivering high-quality support to end-users.

Minimum Qualifications

Associate’s degree in Information Technology, Computer Science, or a related field and/or relevant experience.

Preferred Experience

5+ years of enterprise-level desktop support experience

Experience in complex system implementations or upgrades

Strong requirements gathering and business process analysis skills

Experience working with cross-functional teams and vendors

Proven troubleshooting skills for complex, high-impact issues

Strong written and verbal communication skills

Responsibilities

1. User Assistance

Respond to user inquiries and provide timely and effective technical support through various channels such as phone, email, and in-person interactions.

Assist end-users with hardware and software-related issues, troubleshooting problems to resolution.

2. Installation and Configuration

Install, configure, and maintain desktop operating systems, software applications, and peripheral devices.

Ensure that systems are up to date with the latest software patches and updates.

3. Hardware Maintenance

Conduct hardware diagnostics and resolve issues related to desktops, laptops, printers, and other peripherals.

Perform hardware upgrades and replacements as required.

4. Collaboration and Escalation

Collaborate with the IT team to escalate and resolve complex technical issues.

Communicate effectively with end-users and escalate problems to higher-level support when necessary.

5. Security and Compliance

Implement and enforce security measures to safeguard computer systems and data.

Ensure compliance with organizational IT policies and industry best practices.

6. Documentation

Maintain accurate records of support requests, resolutions, and hardware/software inventory.

Create and update documentation for IT processes, troubleshooting procedures, and user guides.

7. User Training

Provide basic training to end-users on IT concepts, applications, and best practices.

Foster a proactive approach to prevent common issues through user education.

Languages

Desktop Support Analyst

Job Description

Position Description

Minimum Qualifications

Preferred Experience

Responsibilities

1. User Assistance

2. Installation and Configuration

3. Hardware Maintenance

4. Collaboration and Escalation

5. Security and Compliance

6. Documentation

7. User Training

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