About this role
The Help Desk Analyst / Desktop Support Technician provides Level 1 support by answering helpdesk calls, performing password resets, and creating and resolving tickets. The technician also supports imaging, installation, and mobile device configuration during downtime, while managing Active Directory and troubleshooting Windows, Office, and security tools.
Key Responsibilities
- Answer Level 1 helpdesk calls and provide support via phone or in person
- Create, manage, and resolve tickets in the Quest Service Desk system
- Perform password resets, basic PC troubleshooting, and peripheral support
- Image desktops and laptops, and perform desktop/laptop installation and mobile device configuration
- Manage Microsoft Active Directory, update user accounts, and deploy and troubleshoot antivirus software and cloud services
Technical Overview
The role focuses on desktop support and end-user troubleshooting across Microsoft Windows 10/11 and MS Office 2013/2016/365. It includes ticketing in Quest Service Desk, Active Directory user account updates and system alerts, device imaging and installation, and support for cloud services such as Office 365, OneDrive, Teams, and SharePoint.
Ideal Candidate
The ideal candidate is an L1 help desk/Desktop Support Technician who can resolve common end-user issues and manage tickets in Quest Service Desk. They have strong hands-on proficiency with Microsoft Windows (10, 11) and MS Office (2013, 2016, 365), plus practical experience with Active Directory user account management and desktop/laptop imaging. They can support cloud services including Office 365, OneDrive, Teams, and SharePoint, and handle password resets and basic peripheral troubleshooting.
Must-Have Skills
Proficiency with Microsoft Windows (1011) installationconfigurationand complex issue resolutionStrong knowledge of MS Office (20132016365) with ability to troubleshoot complex issuesExperience with computer and peripheral hardware servicingrepairsand physical equipment movesExcellent written and oral communication skillsAbility to work effectively in a collaborative team environmentCreatemanageand resolve tickets in the Quest Service Desk systemPerform password resetsPerform password resetsbasic PC troubleshootingand peripheral support (printershardware movescables)Manage Microsoft Active Directoryupdate user accountsand respond to system alerts per service levelsImage desktops and laptopsand perform desktop/laptop installation and mobile device configurationDeploysupportand troubleshoot antivirus software and cloud services (Office 365OneDriveTeamsSharePoint)
Nice-to-Have Skills
IT/Computing qualifications
Tools & Platforms
Quest Service DeskMicrosoft Windows 10Microsoft Windows 11MS Office 2013MS Office 2016MS Office 365Microsoft Active DirectoryOffice 365OneDriveTeamsSharePointantivirus softwareApple iOSAndroid
Required Skills
Level 1 supporthelpdesk callspassword resetscreating ticketsQuest Service Desk systembasic PC troubleshootingperipheral support (printershardware movescables)Microsoft Windows (1011)MS Office (20132016365)Apple iOSAndroidimaging desktops and laptopsdesktop/laptop installationmobile device configurationMicrosoft Active Directoryupdate user accountssystem alerts responseantivirus softwareOffice 365OneDriveTeamsSharePointtelephone system changes
Hard Skills
Level 1 helpdesk supportpassword resetsticket creationticket managementQuest Service Desk systembasic PC troubleshootingperipheral supportprinters supporthardware movescables supportMicrosoft Windows 10Microsoft Windows 11MS Office 2013MS Office 2016MS Office 365Apple iOSAndroiddesktop imaginglaptops imagingdesktop installationlaptop installationmobile device configurationMicrosoft Active Directoryuser account managementsystem alerts response per service levelsantivirus softwareOffice 365OneDriveTeamsSharePointtelephone system changes
Soft Skills
excellent written and oral communication skillsability to work effectively in a collaborative team environmentkeeping customers informed throughout the ticket lifecyclecustomer service
Keywords for Your Resume
Help Desk AnalystHelpdeskDesktop Support TechnicianLevel 1 supporthelpdesk callspassword resetscreating ticketsQuest Service Deskticket managementperipheral supportprintershardware movescablesMicrosoft Windows (1011)MS Office (20132016365)Apple iOSAndroid devicesimaging desktopsimaging laptopsdesktop/laptop installationmobile device configurationMicrosoft Active Directoryupdate user accountssystem alertsantivirus softwareOffice 365OneDriveTeamsSharePointtelephone system changesdesktop supportin person supportMicrosoft Windows 10Microsoft Windows 11MS Office 365desktop and laptop imaging
Deal Breakers
Must have proficiency with Microsoft Windows (10, 11) installation, configuration, and complex issue resolution, Must have strong knowledge of MS Office (2013, 2016, 365) and ability to troubleshoot complex issues, Must be able to support Microsoft Active Directory (manage and update user accounts)
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