Help Desk IT Analyst

SUMMARY
The IT Help Desk Technician serves as the primary point of contact for end users, providing technical support, troubleshooting, and training across the organization's desktop and telecommunications environment. This role supports both onsite and remote users by ensuring timely resolution of technical issues and maintaining a productive, secure working environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact for all IT support requests; respond, track, and document tickets in the ticketing system
• Install, configure, and troubleshoot hardware, software, and applications (PC, Mac, printers, phones, etc.)
• Provide onsite support at headquarters and remote support for offsite users
• Support virtual environments (Citrix VMs) and business applications such as Salesforce and NetDocs
• Assist with user account setup, access provisioning, and password support
• Provide end-user training on systems, hardware, and applications
• Troubleshoot issues via phone, remote access, and in-person support
• Assist with onboarding, offboarding, and employee equipment setup
• Support A/V, video conferencing, and telecommunications as needed
• Maintain and update IT documentation, procedures, and knowledge base (e.g., IT Glue)
• Manage and track IT assets, including hardware inventory and loaner equipment
• Coordinate with third-party vendors for support and repairs
• Monitor and help maintain IT service levels and response times
• Conduct routine system and equipment checks to ensure performance and security
• Provide occasional after-hours or VIP support as needed

QUALIFICATIONS / SKILLS

• Bachelor's degree in IT or related field, or equivalent work experience
• 3-5 years of Help Desk or Desktop Support experience
• Experience working with ticketing systems and end-user support environments
• Strong knowledge of Windows OS, Microsoft Office Suite, and basic networking
• Familiarity with Active Directory, Exchange, Citrix, Azure/Entra ID, and VOIP systems
• Experience with Mac OS and mobile device support (iOS)
• Salesforce experience is a plus
• Strong troubleshooting, communication, and customer service skills
• Ability to prioritize tasks and handle multiple requests in a fast-paced environment
• Ability to lift up to 30 lbs and support standard office equipment

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT


While performing the duties of this job, the employee is frequently exposed to general office conditions. The noise level in the work environment is usually moderate.


COMPANY PERKS

• Competitive pay and benefits: medical, vision, dental, 401(k)
• Extended and comprehensive training
• Fun company culture with an emphasis on teamwork
• Business Casual attire

Knight Law Group, LLP is committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, or sexual orientation.


Knight Law Group, LLP will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the Los Angeles Fair Chance Initiative for Hiring.