IT Support Analyst/Helpdesk

Location: Downtown Los Angeles (Union Station - Onsite Only)

Duration: 6-Month Contract

Schedule: Full-time, Onsite

Education: Bachelor's degree in a related field

Experience: Minimum 2 years of relevant IT support experience

The IT Support Analyst II/Helpdesk role is a hands-on, customer-focused position responsible for delivering comprehensive technical support across software, hardware, mobile devices, voice systems, and conference room technologies.


Based on-site at Union Station in Downtown Los Angeles, this 6-month assignment requires a knowledgeable and adaptable professional who can manage incoming requests, resolve issues efficiently, and maintain high service standards in a fast-paced environment. The ideal candidate will bring a bachelor's degree in a related field, at least two years of relevant experience, and strong proficiency with enterprise tools such as ServiceNow, Zoom, Active Directory, SCCM, Tanium, and Windows 11.

This role supports a wide range of operational needs-including AV/VC setup for conference and committee rooms, hybrid Zoom meeting support, software installation and troubleshooting, mobile device configuration, and management of the iHub loaner pool. In addition, the position contributes to information security tasks, technical documentation, user training, and system access management. The IT Support Analyst II plays a key part in ensuring reliable technology operations, delivering responsive help desk support, and maintaining a secure and efficient computing environment for all users.

The main responsibilities include:-Intake of calls or walk ins and creating tickets within ServiceNow-Assist with loaner pool for users in iHub-Setting up and supporting conference room with AV/VC equipment-Troubleshoot and install software.-setting up and troubleshooting personal mobile device setups-Set up of conference rooms/committee rooms for hybrid Zoom meetings.
Core Responsibilities
General IT Support

• Troubleshoot, monitor, and support hardware and software issues.
• Provide technical assistance via walk-ins, phone calls, and ServiceNow tickets.
• Respond to inquiries regarding system operations, utilities, databases, and applications.
• Install, configure, and troubleshoot software (onsite and remote).
• Support personal mobile device setup and troubleshooting.
• Assist with iHub loaner device pool management.
• Create and update IT documentation; assist with user training.
• Participate in systems planning, analysis, testing, and implementation.
• Perform additional Support Analyst duties as assigned.

Conference Room / AV & Hybrid Meeting Support

• Set up and support conference rooms and committee rooms.
• Configure and troubleshoot AV/VC equipment.
• Support hybrid Zoom meetings and in-room technology.

Information Security Support

• Assist users with system security-related requests.
• Add, modify, or remove access controls for systems and applications.
• Install and support security-related software and hardware.
• Monitor systems to ensure compliance with security standards.

Help Desk & Technical Assistance Center

• Document service requests, actions taken, and resolutions.
• Escalate unresolved issues to appropriate teams.
• Support laptops, mobile devices, and peripheral equipment.
• Assist with preparing presentations, reports, and publications.
• Research, evaluate, and test new hardware and software.
• Assist users with graphic design and presentation creation.
• Develop procedural documentation and internal web pages.

Desktop & Mobile Support

• Resolve hardware and software issues; document all resolutions.
• Install and configure base images and specialty software.
• Update asset tracking systems for all equipment deployments and moves.
• Follow up on all requests to ensure quality control.

Voice System Support

• Assist with voice system-related requests and troubleshooting.
• Program voice hardware and software applications.
• Monitor and analyze voice systems; support users as needed.
• Review and process voice billing through call detail reporting.
• Maintain telecommunications circuit database.

IT Operations Support

• Monitor and operate Data Center systems.
• Perform nightly backups and off-hour processing tasks.
• Run scheduled programs, generate reports, and handle special requests.

Required Technical Knowledge

• Granicus
• Zoom
• ServiceNow
• Tanium
• SCCM
• Windows 11
• Microsoft Office (Word, Outlook, etc.)
• Microsoft Teams
• Adobe
• Active Directory
• CheqRoom
• Workspace ONE (WS1)

Special Requirements

• Strong hardware and software troubleshooting skills.
• Ability to support AV/VC equipment and hybrid meeting setups.
• Must work onsite at Union Station (no hybrid/remote).
• Ability to use ACD (Automatic Call Distribution) systems.

IMRI offers top-tier benefits that include: medical coverage through nationally recognized carriers, ancillary coverages, paid vacation and sick leave in compliance with all state and local laws, 401(k) with company match, company paid life insurance and LTD, and several additional voluntary coverages.

Pay will be commensurate with the experience, skills, and qualifications that the candidate brings to the position.

Equal Employment Opportunity Statement

IMRI is an Equal Employment Opportunity employer. IMRI prohibits unlawful discrimination and harassment and provides equal employment opportunity to all applicants and employees consistent with applicable federal, state, and local laws. Employment decisions are based on qualifications, merit, business needs, and other lawful job-related factors without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by law. As a federal contractor, IMRI complies with Section 503 of the Rehabilitation Act and VEVRAA and takes affirmative action with respect to qualified individuals with disabilities and protected veterans as required by law.