Desktop Support Associate Analyst

** _This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our Southfield, Michigan Corporate Office._*
* ** _

Please Note:

The initial training period will last six weeks and will require candidates to be onsite in the office five days a week._*
* ** _This role is not eligible for Work Visa sponsorship, either currently or in the future._*
* ** _Up to 25% Travel Required_*
* ** Essential

Duties & Responsibilities *
* + Install, configure, troubleshoot, and resolve hardware and software issues through phone support, remote access, and occasional on‑site visits.

+ Monitor and respond to incidents, service requests, and tasks within the call‑tracking system, ensuring all work is thoroughly documented.

+ Communicate technical concepts clearly and effectively to non‑technical users.

+ Perform installations of standard corporate software images and assist with system configuration.

+ Adhere to all company and departmental policies related to technology, security, and end-user support.

+ Communicate system issues or disruptions to clients, peers, and management to maintain service quality and reliability.

+ Serve as a subject matter expert by contributing to knowledge base documentation, updating reference materials, and analyzing issue trends.

+ Document product issues, troubleshooting steps, and resolutions for future reference.

+ Conduct advanced hardware diagnostics and initiate warranty repair processes as needed.

+ Participate in testing new hardware, software releases, and system enhancements.

+ Support cross-functional technology projects as assigned.

+ Participate in the on-call rotation and respond promptly to after-hours support needs.

** Knowledge Of*
* + Advanced troubleshooting and maintenance of computer hardware and software

+ Operating systems (Windows/macOS)

+ Mobile devices and mobile OS environments

+ Networking fundamentals

+ Business and productivity applications

+ Security tools and best practices

+ Financial services applications  _(preferred)_

** Skills*
* + Ability to communicate information clearly across various formats, ensuring understanding among technical and non‑technical audiences

+ Strong analytical thinking, with the ability to identify issues, interpret data, and recommend solutions

+ Effective time and task management, ensuring timely completion of work

+ Ability to quickly learn and apply new technical information

+ Proactive approach to meeting objectives and driving results

+ Strong customer service skills with a focus on building productive relationships and ensuring user satisfaction

** Ability To*
* + Work occasional non-standard shifts, including nights, weekends, or assigned on‑call rotations

** Education & Experience*
* + Associate's degree and two (2) to three (3) years of experience in a technical helpdesk or technical support environment, or an equivalent combination of education, training, and experience.