IT Desktop Support Analyst | IT - Technical Customer Support

Overview

Be the trusted technology resource that keeps employees connected, productive, and supported through exceptional desktop and technical support.

Work Style: Onsite

Location: Gainesville, FL

FTE: Full-Time (1.0 FTE)

Schedule: Monday - Friday, 8:00 AM - 5:00 PM

Provides technical support to end-users by troubleshooting and resolving hardware, software, and network issues to ensure minimal downtime. Involves installing, configuring, and maintaining desktop computers, peripherals, and software applications while assisting users with technical problems and guiding them on IT best practices. Manages user accounts and access rights in line with organizational policies and ensures system security by monitoring and updating antivirus software. Requires documenting support activities, collaborating with IT teams to address complex issues, and performing routine system maintenance to optimize desktop performance.

Responsibilities

Key Responsibilities

• Provide technical support to end users by troubleshooting and resolving hardware, software, and network-related issues.
• Install, configure, maintain, and support desktop computers, laptops, peripherals, printers, and software applications.
• Respond to user requests and provide guidance on technology usage, troubleshooting, and IT best practices.
• Manage user accounts, passwords, access rights, and permissions in accordance with organizational policies and security standards.
• Monitor, maintain, and update antivirus software and endpoint security solutions to ensure system protection.
• Document support requests, troubleshooting activities, resolutions, and technical procedures within the ticketing system.
• Collaborate with IT infrastructure, network, security, and application teams to resolve complex technical issues.
• Perform routine system maintenance, software updates, and hardware replacements to optimize desktop performance and reliability.
• Assist with workstation deployments, equipment setup, imaging, and technology refresh initiatives.
• Support organizational compliance, security, and data protection standards while maintaining a high level of customer service.

Qualifications

Education

• High School Diploma or GED required.
• Associate degree in Information Technology or a related field preferred.

Experience

• Minimum of one (1) year of experience providing desktop support, help desk support, or technical support services.
• Knowledge of hardware, software, operating systems, and basic network troubleshooting.
• Experience managing user accounts, password resets, and access rights.
• Ability to document support activities, troubleshoot technical issues, and maintain accurate records.
• Experience collaborating with IT teams to resolve technical problems and support end users.
• Familiarity with antivirus software, endpoint security practices, and routine system maintenance.

Preferred Qualifications

• Experience supporting Microsoft Windows, Microsoft 365, printers, and desktop hardware.
• Experience using ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms.
• Healthcare, hospital, or enterprise IT support experience preferred.