Service Desk Analyst

Service Desk Analyst

Location: Carlsbad, CA (Hybrid - 3 days onsite)

Pay Rate: $29/hr

Duration: Contract

POSITION OVERVIEW

Seeking a Service Desk Analyst to provide Tier 1 technical support for end users across desktop, cloud, and network environments. This person will serve as the first point of contact for IT issues, supporting Microsoft Azure, Active Directory, Intune, Windows systems, and end-user devices while ensuring timely ticket resolution and excellent customer service.

KEY RESPONSIBILITIES

• Provide Tier 1 help desk and desktop support for hardware, software, and user account issues.
• Troubleshoot Windows, Microsoft 365, Exchange, VoIP, mobile device, and networking issues.
• Manage Active Directory and Azure AD accounts, password resets, and user access requests.
• Support Azure, Intune, Windows Autopilot, and cloud-managed device deployments.
• Install, configure, deploy, and maintain PCs, laptops, printers, Teams phones, and peripherals.
• Document issues, maintain inventory records, and follow ITIL/ITSM best practices.
• Escalate complex issues to senior engineers and participate in on-call support rotations.

REQUIRED QUALIFICATIONS

• 2+ years of Service Desk, Help Desk, Desktop Support, or Technical Support experience.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Hands-on experience with:
• Azure
• Active Directory / Azure AD
• Microsoft Intune
• Windows Autopilot
• Device deployment and endpoint support
• VoIP systems
• IT ticketing systems (Zoho preferred)
• Strong troubleshooting, customer service, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Associate degree or technical certification in IT, Computer Science, or a related field.
• Knowledge of ITIL/ITSM methodologies.
• Understanding of backup, disaster recovery, and networking fundamentals.