IT Service Desk Analyst

IT Service Desk Analyst

Realty Income aims to be a globally recognized leader in the S&P 100, committed to creating long-term value for all stakeholders. These stakeholders include our dedicated team members, who embody our purpose: building enduring relationships and brighter financial futures. This guiding principle serves as a beacon for our team, influencing every action we take. Our employees consistently invest their time, commitment, and dedication into the company, and in turn, they receive investment returns in the form of purpose, belonging, and opportunities for advancement. We are committed to best-in-class corporate responsibility practices through environmental initiatives, governance programs, and community outreach projects. From the boardroom to the breakroom, our team members make a difference every day.

Position Overview

Reporting to the IT Service Desk Manager, the IT Service Desk Analyst delivers technical support to employees across the organization while ensuring a high quality user experience. This role is responsible for resolving hardware, software, mobile device, and access related issues, managing endpoint devices, supporting Microsoft 365 services, and maintaining accurate documentation within ServiceNow and Confluence.

The Analyst plays a key role in workstation deployment, software and hardware asset management, account administration, and endpoint security. The position also contributes to process improvement through automation of repetitive tasks using tools such as PowerShell, helping to improve efficiency and service delivery across the IT organization. This is an on-site position located in our Del Mar, CA HQ.

Responsibilities

• Provide end user support for hardware, software, mobile devices, Microsoft 365 applications, and related technology services.
• Manage incidents and service requests through ServiceNow, ensuring timely resolution and communication throughout the ticket lifecycle.
• Troubleshoot and resolve technical issues, escalating complex incidents when appropriate.
• Deploy, configure, maintain, and repair workstations, peripheral devices, and software applications.
• Administer user accounts, groups, licensing, and subscriptions within Active Directory, Azure Active Directory, and Microsoft 365.
• Manage corporate devices, including mobile devices, through Microsoft Intune.
• Support Microsoft Teams collaboration tools, audio and video conferencing, and telephony services.
• Monitor endpoint health and performance using NinjaOne and other management tools.
• Maintain software and hardware asset inventories, including lifecycle planning, upgrades, replacements, and compliance tracking.
• Develop and maintain knowledge base articles, technical documentation, and end user support resources.
• Partner with third party vendors and internal teams to coordinate issue resolution and service improvements.
• Identify opportunities to automate recurring administrative and operational tasks using PowerShell and other automation tools.
• Participate in IT projects, technology deployments, and continuous improvement initiatives.

Qualifications

A qualified candidate will typically have:

• 1+ years of IT Help Desk, Service Desk, Desktop Support, or related internship or professional experience.
• Experience supporting Windows operating systems, Microsoft Office applications, and end user hardware.
• Strong troubleshooting, analytical, and problem solving skills.
• Excellent customer service, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast paced environment.
• Experience supporting Apple iOS and Android mobile devices.
• Experience with Microsoft Intune, Active Directory, Azure Active Directory, and Microsoft 365 administration preferred.
• Experience using ServiceNow or a similar ticketing platform preferred.
• Exposure to PowerShell scripting or automation tools preferred.
• Familiarity with endpoint monitoring and management solutions such as NinjaOne preferred.
• Experience with AI enabled productivity tools, including Microsoft Copilot, is a plus.
• Bachelor's degree in Computer Science, Information Systems, or a related field preferred.

The hourly pay range for this position is $27.65 - $34.19 - $42.76. Offers near the high end are uncommon but may be considered for candidates with exceptional experience and skills and are dependent on the facts and circumstances of each case. You may be eligible for an annual discretionary bonus and an annual discretionary stock award, to be discussed during the interview process. An annual pay rate and total compensation package is generally determined by the candidate's experience, knowledge, education, skills, performance, and abilities, as well as internal equity, company performance, and alignment with market data. We offer a best-in-class benefits package that includes healthcare, dental, and vision insurance for employees and eligible dependents. Our 401(k)-retirement plan has a company match of 50% up to 6% of eligible compensation. Realty Income also offers other wellness, financial, and work/lifestyle-specific benefits, along with a generous PTO accrual; in addition to 12 paid holidays, and paid volunteer time. Realty Income's purpose is to build enduring relationships and brighter financial futures, and this starts with you! Realty Income is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require accessibility support to submit your application or other reasonable accommodations to participate in the recruitment process, please contact View email address on click.appcast.io, or call View phone number on click.appcast.io. An employee will respond to your message to begin the interactive process. Please note that this phone number and email address are only for individuals seeking a disability accommodation when applying for a job.