Desktop Support / IT Systems Analyst - End User Services - Lawrenceville - Onsite

About the job

Windows Support III – End User Services (Onsite) Location: Northeast Metro Atlanta (Lawrenceville, GA)

Work Arrangement: Onsite

Employment Type: Contract

Term: Ongoing

Position Overview The IT Windows Support Analyst III – End User Services plays a key role in supporting and maintaining an organization’s end-user computing environment. This position is responsible for delivering high-quality technical support to end users, troubleshooting complex hardware and software issues, and ensuring the stability, security, and performance of desktop systems.

The ideal candidate combines strong technical expertise with excellent communication skills and a service-oriented mindset, working collaboratively with IT teams to resolve issues, implement improvements, and support broader IT initiatives.

Key Responsibilities End-User Support

• Provide timely and effective technical support to end users via phone, email, and in-person interactions

• Diagnose, troubleshoot, and resolve hardware, software, and peripheral issues

• Deliver a high standard of customer service while addressing technical concerns

Installation & Configuration

• Install, configure, and maintain desktop operating systems, applications, and peripheral devices

• Ensure systems remain current with patches, updates, and approved configurations

Hardware Maintenance

• Perform diagnostics and repairs on desktops, laptops, printers, and related equipment

• Execute hardware upgrades, replacements, and lifecycle refreshes as needed

Collaboration & Escalation

• Partner with internal IT teams to resolve complex or high-impact technical issues

• Escalate issues appropriately while keeping stakeholders informed of status and resolution

Security & Compliance

• Apply and support security controls to protect systems, devices, and data

• Ensure adherence to internal IT policies and industry best practices

Documentation

• Maintain accurate records of support requests, resolutions, and asset inventory

• Create and update technical documentation, troubleshooting guides, and user instructions

User Training & Enablement

• Provide basic training and guidance to end users on systems, applications, and best practices

• Promote proactive user education to reduce recurring issues and improve system usage

Minimum Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field and/or equivalent relevant experience

Preferred Qualifications

• 5+ years of enterprise-level desktop or end-user support experience

• Experience supporting complex system implementations or upgrades

• Strong requirements gathering and business process analysis skills

• Proven ability to troubleshoot complex, high-impact technical issues

• Experience working with cross-functional teams and third-party vendors

• Excellent written and verbal communication skills