HomeServe USA

Returning Candidate?

Desktop Support Analyst

Desktop Support Analyst

Job ID 
Job Locations 
Information Technology

More information about this job


Company Information


HomeServe USA, ranked as a 2016 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!



Position Overview


Under the direction of the Director of IT Services, the Desktop Support Analyst is responsible for providing tier 2 support to users. Key tasks include troubleshooting application and hardware issues; documentation, analysis and resolution of escalated help desk tickets; and working with local and remote employees to quickly provide high quality solutions to IT problems.




  • Provides level two deskside and customer support.
  • Provides technical support of business applications. Escalates to SME, and higher level support personnel.
  • Responsible for thoroughly documenting all service requests, incidents, problems and each customer contact in designated tools.  Issue documentation to include the issue, updates, next actions and steps taken to resolve or satisfy.
  • Assists in the identification, evaluation, tailoring and implementation of end user technology.
  • Performs basic systems security administration functions, including user account creation and file system security.
  • Quickly and professionally respond to technical support requests that come in via phone, e-mail and ticketing system
  • Prioritize, research and resolve a variety of technical problems
  • Document, track and monitor progress on issues to ensure timely resolution on current tickets and to reduce/eliminate future incidents
  • Troubleshoot and resolve a variety of technical issues regarding networks, client/server systems, PC’s, desktop application software, and peripheral devices; escalate issues as needed
  • Assist with office set-up's or staff / cubicle moves as needed
  • Take a proactive approach to providing immediate and long-term solutions to issues and anomalies
  • Perform system upgrades, testing and deployment of functional and security patches
  • Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and application support activities
  • Participate in 24/7 support and on-call rotation







  • A minimum of 10+ years of experience providing technical support directly to users 
  • A bachelor’s degree in computer sciences or equivalent
  • Microsoft certification MCP (Windows or Win 7)
  • Knowledge of operating systems, hardware, and software
  • Ability to troubleshoot and solve hardware and software problems
  • Experience working in an SLA driven environment
  • Experience supporting PC’s in a Windows 2008/12 Active Directory environment
  • Experience supporting users in MS Office Suite (Word, Excel, PowerPoint, Outlook)
  • At least 2 years of experience supporting Macintosh hardware
  • Full Knowledge of building desktop images using industry standard tools
  • Demonstrated success working in a fast-paced and deadline driven environment
  • Superior customer service and client interfacing skills
  • Able to communicate effectively (written and verbal) and to work collaboratively with all levels of the organization
  • MS certifications such as MCSE, MCSA, and MCITP
  • CompTia Network+
  • Analytical and problem solving skills
  • Knowledge of project management methodology
  • Good time management skills
  • Exposure to IT Governance framework
  • Focused on achieving results and objectives
  • ITIL Certified



In return we offer

  • Competitive compensation
  • Career development and advancement opportunities
  • Business-casual attire throughout the week
  • Friendly, open and team oriented work atmosphere
  • Excellent benefits including generous medical, vision, dental and life & disability insurance
  • 401(k) plan with a company match


HomeServe USA is an affirmative action / equal opportunity employer.