Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to join a collaborative team supporting clients across California. In this role, you will deliver level 2 technical assistance, resolve desktop and system issues, and help ensure users receive timely, detail-oriented service. This position is well suited for someone who communicates clearly, takes ownership of problems, and brings a positive, service-focused mindset while continuing to build technical expertise.

Responsibilities:

• Provide second-level technical support for client environments by diagnosing and resolving hardware, software, and user access issues.

• Prepare desktops, laptops, and related equipment for deployment, replacement, and lifecycle refresh activities.

• Investigate network connectivity, server-related incidents, and more complex application problems using both onsite and remote support methods.

• Configure and maintain end-user systems, peripherals, and standard business applications to meet operational needs.

• Record incidents, updates, resolutions, and time worked accurately within the ticketing system while managing assigned requests through completion.

• Communicate clearly with end users regarding progress, expected resolution timing, and completed work to confirm satisfaction with support provided.

• Coordinate with senior engineers, internal team members, and external vendors to escalate and resolve issues that require additional expertise.

• Review support documentation and tools regularly to help maintain accurate records and consistent service delivery.

• Assist with frontline support tasks during periods of high demand and contribute to other service desk duties as needed

• At least 3 years of experience in help desk, desktop support, or a similar IT support role.

• Hands-on experience supporting Microsoft Windows environments, including Windows 10 systems.

• Working knowledge of Active Directory for common user and device administration tasks.

• Ability to troubleshoot desktop hardware, software, printers, and basic connectivity issues effectively.

• Familiarity with service desk ticket management and documenting support activity accurately.

• Understanding of TCP/IP fundamentals, internet connectivity troubleshooting, and basic network components such as switches and patch panels.

• Exposure to wireless networking concepts and common end-user device support practices.

• Strong communication skills, reliability, a willingness to learn, and a customer-focused approach to technical support.