Help Desk 2
LeadStack Inc.
Job Description LeadStack Inc. is an award winning, one of the nation's fastest growing, certified minority owned (MBE) staffing services provider of contingent workforce. As a recognized industry leader in contingent workforce solutions and Certified as a Great Place to Work, we're proud to partner with some of the most admired Fortune 500 brands in the world. Job Title: Help Desk 2 - Service Desk Analyst
Location: El Dorado Hills, CA - Hybrid
Duration: 6+ Months
Pay Rate: $28/hr on W2 Overview
At the IT Service Desk, we deliver customer-excellence-focused support to 15,000+ end users by leveraging cutting-edge IT Service Management tools and self-service solutions. The Service Desk Analyst will report to the IT Supervisor and provide high-volume remote support for technical issues involving Office 365, computers, network services, and related peripherals in a hybrid cloud / on-prem environment. This role is highly KPI-driven, with a strong emphasis on first-call resolution while supporting an ongoing cloud migration.
Key Responsibilities
Must-Have Skills
Preferred Qualifications
Location: El Dorado Hills, CA - Hybrid
Duration: 6+ Months
Pay Rate: $28/hr on W2 Overview
At the IT Service Desk, we deliver customer-excellence-focused support to 15,000+ end users by leveraging cutting-edge IT Service Management tools and self-service solutions. The Service Desk Analyst will report to the IT Supervisor and provide high-volume remote support for technical issues involving Office 365, computers, network services, and related peripherals in a hybrid cloud / on-prem environment. This role is highly KPI-driven, with a strong emphasis on first-call resolution while supporting an ongoing cloud migration.
Key Responsibilities
- Provide high-volume tier-1 support via phone and live chat, handling 30-40 calls per day plus 30-40 chats per day, with tickets closed in ~15 minutes average.
- Troubleshoot and resolve issues with Office 365 products (e.g., Outlook, Teams, OneDrive, SharePoint, shared mailboxes) and related desktop/remote-desktop issues.
- Use ServiceNow for ticketing, including first-call resolution (target ~75%), status updates, and metric reporting.
- Support Mac users in addition to Windows users, with minor Mac exposure required.
- Participate in cloud migration activities via Azure, including user onboarding, access issues, and basic configuration support.
- Maintain knowledge articles (KCS) for self-service tickets during downtime and recurring issues.
- Follow procedures for remote desktop and remote support tools, ensuring security and SLA compliance.
- Other duties as assigned.
Must-Have Skills
- High-volume service desk / call-center background with 30-40 calls per day + live chat support.
- ServiceNow ticketing experience (incident, service request, KCS-style knowledge articles).
- Office 365 troubleshooting (all core products) and Remote Desktop / remote support troubleshooting.
- Strong customer service skills (empathy, probing questions, "I can" attitude).
- Azure cloud exposure (migration, user access, basic cloud services).
- Mac exposure (supporting Mac-based end users).
Preferred Qualifications
- 1-2 years of prior Service Desk / Help Desk experience in a high-volume IVR-based call center.
- Experience with KCS (Knowledge-Centered Service) and self-service ticketing.
- know more about current opportunities at LeadStack , please visit us on
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Vacancy posted 4 days ago
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