Helpdesk Support Technician {176950}

Job Description

Job Description

Deployment Support Analyst III – Technical Support

Location: Irvine, CA
Pay Rate: $25–$26/hour on W-2
Schedule: Rotating schedule, including nights and weekends
Support Model: Remote technical support for enterprise systems and applications

Position Overview

We are seeking a detail-oriented Deployment Support Analyst III to provide technical assistance, deployment support, and proactive troubleshooting for enterprise technology systems and applications.

This position serves as a technical escalation resource, working closely with service desk teams, vendors, business partners, and internal support groups to resolve incidents, maintain system reliability, and improve operational efficiency.

The ideal candidate will have a strong foundation in IT help desk support, application troubleshooting, incident management, and customer service , along with the ability to independently investigate technical issues and document effective resolutions.

Key Responsibilities

Technical Support & Troubleshooting

• Provide remote technical assistance for enterprise technology systems, applications, and deployment activities.
• Serve as a technical escalation resource for customers and less experienced support analysts.
• Troubleshoot application, system, and operational issues using established support processes.
• Identify root causes of recurring incidents and application defects.
• Communicate technical findings to business partners and appropriate technical teams.
• Analyze customer workflows and business processes to identify operational issues.
• Translate customer-reported problems into clear, actionable incident records.
• Support technical troubleshooting across multiple applications and operating system environments.

Deployment & Incident Management

• Provide cross-functional support for deployment initiatives, proactive support, and ongoing technology operations.
• Coordinate incident resolution with the Service Desk and internal technical teams.
• Contact external technology vendors regarding service issues and outstanding incidents.
• Follow up on unresolved issues to help ensure timely resolution.
• Maintain accurate troubleshooting notes, incident documentation, and resolution records.
• Develop and update technical knowledge-base articles and troubleshooting procedures.
• Identify recurring problems and collaborate with reporting and problem management teams.
• Participate in scheduled night and weekend support rotations.

Customer Service & Team Collaboration

• Deliver professional, responsive technical support to end users and internal customers.
• Communicate technical information clearly to both technical and nontechnical audiences.
• Provide guidance and assistance to junior support analysts.
• Work collaboratively with internal teams, vendors, and business partners.
• Maintain technical knowledge of supported applications and technologies.
• Support departmental initiatives focused on service quality and continuous improvement.
• Assist with special projects and additional technical support responsibilities as assigned.

Required Qualifications

• 1+ year of customer service experience.
• Strong computer troubleshooting and problem-solving skills.
• Understanding of operating systems, computer fundamentals, and technical support concepts.
• Familiarity with operating system commands and basic scripting concepts.
• Ability to investigate and resolve technical issues independently.
• Strong written and verbal communication skills.
• Excellent organizational skills and ability to manage multiple priorities.
• Ability to document technical issues and resolutions accurately.
• Strong customer service skills.
• Ability to work effectively with internal teams and external vendors.
• Availability to work rotating schedules, including nights and weekends.

Preferred Qualifications

• 1+ year of IT Help Desk or Technical Support experience.
• Degree in Computer Science, Information Technology, or equivalent practical experience.
• CompTIA A+ certification or equivalent technical knowledge.
• CompTIA Network+ certification or equivalent technical knowledge.
• Experience supporting enterprise applications and technology environments.
• Experience with application support, incident management, or technical escalations.
• Familiarity with Windows, UNIX, and related operating system environments.
• Experience coordinating technical issues with external vendors.
• Experience creating troubleshooting guides or technical knowledge-base documentation.
• Previous experience providing technical guidance to junior support staff.

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