Help Desk / Desktop Analyst (End-User Support)

Job Description

Job Description

Role Overview

Position: Help Desk / Desktop Analyst (End-User Support)

Location: On-site (Santa Clara, CA)

Duration: 6+ months contract (no conversion to full-time)

Schedule: 40 hours/week, no travel

Focus: Supporting desktop operations, project coordination, and working with outsourced IT vendors (not a traditional call-center help desk role)

Urgency: Role needs to be filled ASAP due to recent candidate fallout

Core Responsibilities

• Monitor and manage IT projects (e.g., OS upgrades, device updates)
• Organize and track data using tools like Excel
• Coordinate with global teams and on-site technicians
• Use ServiceNow for ticket tracking and reporting
• Update workflows, SOPs, and documentation
• Provide regular status updates to management
• Communicate across teams to ensure project completion

Required Skills

• Microsoft Office (Word, Excel, PowerPoint)
• Especially strong Excel skills (e.g., VLOOKUP, Pivot Tables, data organization)
• ServiceNow
• Basic understanding of ticketing and navigation
• Windows OS
• Intermediate knowledge of systems and desktop operations

Preferred Traits

• Strong communication skills (very important)
• Self-sufficient and proactive
• Willing to learn and be trained
• Organized and capable of handling project-based work independently

Work Breakdown

• Project work: 40%
• Meetings: 20%
• Documentation: 20%
• Ticket monitoring (ServiceNow): 20%

Key Clarifications

• The role does NOT involve hands-on hardware repair or full-time help desk support
• Candidate will NOT manage vendors, but will coordinate with them
• Limited involvement in resolving user IT issues directly
• Tasks are mostly project-based coordination and tracking, not technical troubleshooting

Ideal Candidate Background

• 1–2 years of experience in IT or desktop support
• Experience in project coordination or IT operations
• Strong communication and organizational skills
• Can demonstrate Excel and ServiceNow capability during interview

Deal Breakers

• Poor communication or lack of follow-up
• Inability to work independently after being assigned tasks
• Lack of basic Excel or IT knowledge

Interview Process

• Phone screening + in-person interview
• Includes practical questions (e.g., how to organize raw Excel data)

Indotronix, founded in 1986 in New York, is a leading provider of IT, Engineering, Clinical, Scientific, and Professional staffing solutions.
As part of the Indotronix Avani Group, the company serves Fortune 500 organizations across diverse industry verticals.
With decades of industry experience and long-standing client relationships, Indotronix is recognized as a trusted talent and consulting services partner.

Company Description

Indotronix, founded in 1986 in New York, is a leading provider of IT, Engineering, Clinical, Scientific, and Professional staffing solutions.\nAs part of the Indotronix Avani Group, the company serves Fortune 500 organizations across diverse industry verticals.\nWith decades of industry experience and long-standing client relationships, Indotronix is recognized as a trusted talent and consulting services partner.