ICDS Analyst I

JOB CODE
TPN1029
Desktop Support Analyst I-USA
MANAGEMENT LEVEL
9 Staff
DISCIPLINE
Information Technology
REPORTS TO
IT Support Supervisor
FSLA CLASSIFICATION
Hourly
The Desktop Support Analyst I provides first-line technical assistance for end users across desktops, laptops, peripherals, and standard software. This role triages incidents, resolves common hardware and software issues, and escalates complex problems. The analyst follows defined procedures, maintains accurate ticket documentation, and delivers courteous, timely support onsite or remotely. Success requires strong troubleshooting, clear communication, and consistent adherence to security and compliance practices while contributing to a reliable end-user computing environment.

Position Overview
JOB CODE
TPN1029
Desktop Support Analyst I-USA
MANAGEMENT LEVEL
9 Staff
DISCIPLINE
Information Technology
REPORTS TO
IT Support Supervisor
FSLA CLASSIFICATION
Hourly
The Desktop Support Analyst I provides first-line technical assistance for end users across desktops, laptops, peripherals, and standard software. This role triages incidents, resolves common hardware and software issues, and escalates complex problems. The analyst follows defined procedures, maintains accurate ticket documentation, and delivers courteous, timely support onsite or remotely. Success requires strong troubleshooting, clear communication, and consistent adherence to security and compliance practices while contributing to a reliable end-user computing environment.

Essential Job Skills/Duties
• Respond to user requests via ticketing system.
• Troubleshoot Windows and macOS endpoints.
• Install, configure, and update desktop software.
• Set up and support printers and peripherals.
• Document resolutions and update knowledge base.
• Escalate issues per defined procedures.

Required Technical Skills
• Windows 10/11 administration basics.
• macOS user support fundamentals.
• Microsoft 365 applications and Outlook.
• Active Directory user and device tasks.
• Remote support tools proficiency.
• Hardware diagnostics and replacement.

Required Soft/Leadership Skills
• Clear, courteous customer communication.
• Prioritize workload and meet deadlines.
• Follow procedures with attention to detail.
• Collaborate effectively with team members.
• Maintain confidentiality and professionalism.

Required Education & Experience
• High school diploma or equivalent.
• One year technical support experience.
• Experience with ticketing systems.
• Basic networking and security understanding.

Preferred Education & Experience
• Associate degree in IT or related field.
• Two years desktop support experience.
• Experience supporting mixed OS environments.

Required Licenses/Certifications
• Valid state identification.

Preferred Licenses/Certifications
• CompTIA A+ certification.
• Microsoft 365 Fundamentals certification.

Supervisory Responsibilities
• No direct supervisory responsibilities.

Travel Requirements
• Travels: Occasional local site visits.
• % of Time: Up to 10%.
• Overnight Travel: Rare, as needed.

Physical Demands & Working Conditions
• Stationary Position: Frequently
• Pushing/Pulling/Reaching: Occasionally
• Climb: Seldom
• Kneel: Occasionally
• Grab: Frequently
• Bend: Frequently
• Lift/Carry Over: Up to 40 lbs occasionally
• Vision: 20/20 corrected vision
• Hearing: Receive detailed information if spoken to
• Wet or Humid Conditions: Seldom
• Moving Mechanical Parts: Occasionally
• Heavy Machinery: Seldom
• High Places: Seldom
• Fumes or Airborne Particles: Seldom
• Toxic or Caustic Chemicals: Seldom
• Outdoor Frequency: Seldom
• Electricity: Occasionally
• Explosives: Never
• Radiation: Never
• Loud Noise: Occasionally
• Other Environmental: Typical office and server room