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
Skills Required
- High school diploma or equivalent
- One year of technical support experience
- Experience with ticketing systems
- Basic networking and security understanding
- Valid state identification
- Associate degree in IT or a related field
- Two years of desktop support experience
- Experience supporting mixed operating system environments
- CompTIA A+ certification
- Microsoft 365 Fundamentals certification
Asurion Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Asurion and has not been reviewed or approved by Asurion.
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Fair & Transparent Compensation — Pay is often described as solid or competitive in certain corporate and technical tracks, with some roles viewed as aligned to market ranges.
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Strong & Reliable Incentives — Short-term incentives and bonus structures are described as a meaningful layer on top of base pay, increasing total compensation when targets are met.
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Healthcare Strength — Medical, dental, and vision offerings are described as inclusive and broad, with additional protections like life/AD&D and disability coverage available.
Asurion Insights
What We Do
We're a global tech care company keeping nearly every device and appliance in your home running smoothly. Trusted by more than 100 leading brands and serving over 230M customers worldwide, we deliver tech support, repair, protection, and replacements at a massive scale. From your neighborhood uBreakiFix by Asurion repair store, to in-home tech support, to global protection plans, we’re the people keeping your tech connected when it matters most.
Why Work With Us
As Asurion, you will work with people who care about you and the work we do together. You can depend on us to care about the work you do.
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