Desktop Support Analyst

Job Title: Desktop Support Analyst Consultant

Duration: 05+ Months

Location: New York, NY

The Desktop Support Analyst Consultant is responsible for delivering responsive, high-quality desktop support services to end users across the organization. This role involves managing day‑to‑day technical issues assigned through the Help Desk, ensuring full ownership through to resolution, and maintaining effective communication with stakeholders throughout the support lifecycle.

The consultant will perform installation, move, add, and change (IMAC) activities, provide remote support to distributed locations, and ensure adherence to organizational technology standards and operational procedures. The position requires a strong customer‑service mindset along with the ability to troubleshoot, document, and resolve technical issues efficiently in both onsite and remote environments.

• Troubleshoot Windows desktops/laptops, Mac Books, iPads, iPhones, and collaboration devices.
• Deliver onsite and remote technical assistance to end users across multiple locations.
• Maintain ownership of assigned incidents and service requests until resolution.
• Escalate complex technical issues impacting business operations when necessary.
• Conduct user coaching sessions both onsite and remotely.

• Configure and deploy hardware for new hires and system upgrades.
• Install and maintain required business software and applications.
• Support and maintain Audio/Visual systems including video‑conferencing tools.
• Collaborate with third‑party vendors for hardware and software issue resolution.
• Perform IMAC (Install, Move, Add, Change) activities as per business requirements.
• Support conference room technologies and collaboration platforms.

• Maintain asset inventory and configuration documentation for end‑user devices.
• Support Microsoft Office 365 services including Azure, SharePoint, One Drive, and Active Directory.
• Utilize ticketing systems such as Service Now for logging incidents and service requests.
• Deploy and configure enterprise devices using imaging tools such as SCCM and Auto Pilot.

• Create and maintain knowledge base articles and technical documentation.
• Update incident tickets and documentation in accordance with IT policies.
• Develop and enhance support documentation aligned with corporate infrastructure.
• Document operational workflows using SOPs, process maps, and swimlane diagrams.
• Review existing support procedures to identify gaps and improvement opportunities.
• Collaborate with SMEs to validate and maintain process documentation.

• Bachelor’s degree in Information Technology or equivalent work experience.
• Minimum 4+ years of desktop support experience in enterprise environments supporting 500+ users.
• Hands‑on experience supporting:
• Microsoft Windows OS and Office Suite
• Apple Devices (Mac Book, iPad, iPhone)
• Experience supporting onsite and remote users in multi‑site environments.
• Strong troubleshooting skills related to PC hardware and software.
• Experience with networking fundamentals and client‑side architecture.

• MCSE
• CompTIA A+
• ITIL / HDI

• Advanced desktop troubleshooting and analytical skills.
• Strong written and verbal communication abilities.
• Excellent organizational and time management skills.
• Ability to work independently and within collaborative teams.
• Customer‑focused approach to IT service delivery.
• Experience supporting large corporate, multi‑domain environments.
• Ability to lift up to 50 lbs as required for hardware support.