DESKTOP SUPPORT ANALYST

Job Posting: Desktop Support Analyst (On-Site – Roseville) Department: Information Technology Location: Roseville, CA Position Type: Full-Time, Onsite Reports To: IT Manager Position Summary The Desktop Support Analyst provides onsite deskside support for employees, resolves daily service requests, and acts as the primary escalation point for the Tier 1 Help Desk. This role ensures the availability, reliability, and performance of end-user technology and supports key IT operations. Key Responsibilities Monitor the ITSM ticketing system; assign, resolve, or elevate incoming requests. Provide remote and onsite support for hardware, software, networking, and account-related issues within established SLAs. Assist users with technical needs and general inquiries. Perform account management tasks, including onboarding, offboarding, and access adjustments. Manage and track IT assets, including imaging, deployment, break/fix, and inventory updates. Lift, move, and set up hardware such as PCs, monitors, and printers. Process RMAs and coordinate with vendors for hardware replacement. Conduct basic server, network, and UCaaS administration when required. Maintain accurate ticket documentation, troubleshooting notes, and follow-up communication. Collaborate with engineering teams to resolve escalated or recurring technical issues. Create and update technical documentation, job aids, and knowledge base articles. Perform additional duties as assigned by management. Required Qualifications 2+ years of experience in a Tier 1 IT Help Desk or desktop support environment. Hands-on experience troubleshooting Windows hardware, drivers, and components. Proficiency in: Windows 10+ Enterprise & macOS Microsoft Office 365 Suite Microsoft 365 Administration Microsoft Intune Microsoft Exchange Active Directory / Azure AD hybrid environments Networking fundamentals (wired/wireless) Android & iOS mobile devices Printers (network and local) Antivirus tools Remote support platforms Problem Solving: Strong analytical abilities; resourceful in identifying solutions. Attention to Detail: Accurate documentation; effective multitasking; organized. Communication: Clear, professional verbal and written communication; customer focused. Customer Service: Demonstrates empathy, patience, active listening, and adaptability. Teamwork: Works well independently and collaboratively, respectfully. Physical Requirements Ability to lift up to 75 lbs with reasonable accommodation. Ability to stand or sit for extended periods. Preferred Certifications CompTIA A+ HDI Customer Service Representative (HDI-CSR) 100% on-site role in Roseville. #J-18808-Ljbffr American Pacific Mortgage