Desktop Support Analyst

Main Purpose:- The Desktop Support Engineer is responsible for providing technical assistance and support related to computer systems, hardware, and software. This includes responding to user inquiries, diagnosing and resolving technical issues, installing and configuring computer hardware and software, and maintaining computer systems and networks.Knowledge Skills and Abilities, Key Responsibilities:

Key Responsibilities  

• Technical Support: Provide technical assistance and support to end-users regarding computer systems, hardware, and software-related issues. This includes troubleshooting problems, diagnosing errors, and guiding users through corrective steps.
• Installation and Configuration: Install, configure, and upgrade computer hardware and software components, including operating systems, applications, and peripheral devices. Ensure compatibility and optimal performance of installed systems.
• Hardware Maintenance: Perform routine maintenance and repairs on desktop and laptop computers, printers, and other peripheral devices. This may involve hardware upgrades, component replacement, and cleaning to ensure proper functionality and longevity.
• Software Support: Assist users with software installation, configuration, and usage. Troubleshoot software-related issues, including compatibility problems, errors, and performance issues. Provide guidance on software updates and patches.
• User Training: Conduct training sessions or provide instructional materials to users on basic computer operation, software usage, and best practices for maintaining system security and performance.
• Documentation: Maintain accurate records of technical issues, resolutions, and system configurations. Document procedures, instructions, and troubleshooting steps for future reference and knowledge sharing.
• Security Compliance: Ensure compliance with organizational security policies and procedures. Implement security measures to protect computer systems and data from unauthorized access, viruses, and other threats.
• Remote Support: Provide remote assistance to users via phone, email, or remote desktop tools. Resolve technical issues remotely whenever possible to minimize downtime and disruptions.
• Collaboration: Collaborate with other IT personnel, including network administrators, system administrators, and help desk technicians, to resolve complex issues and improve overall system performance and reliability.
• Experience on Video Conferencing tools like Cisco WebEx will be added advantage.

Knowledge, Skills and Abilities (example)

• Bachelor's degree in computer science, information technology, or related field preferred.
• 3-5 years of proven experience in desktop support, technical support, or IT help desk roles.
• Proficiency in operating systems (e.g., Windows, macOS, Linux), office productivity software, and troubleshooting tools.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar are a plus.

Key Relationships and Department Overview:

• End Users
• Puma IT Teams (Local, Regional and Global)
• Third party vendors