Help Desk Analyst

Overview

As a Help Desk Analyst, you’ll keep people productive by resolving technology issues with clear communication and practical troubleshooting. You’ll provide IT support across computers, software, networks, and mobile devices, while tracking requests through help desk systems. Your impact: timely, thoughtful support helps employees return to work and use essential technology with confidence.

Duties

• Respond to support requests, manage customer support tickets, and document troubleshooting steps and outcomes.
• Diagnose and resolve Windows and macOS operating system, Microsoft Office, computer hardware, and software issues; provide desktop and hardware support.
• Troubleshoot computer networking and IT infrastructure, including LAN (local area network), TCP/IP (Transmission Control Protocol/Internet Protocol), DNS (Domain Name System), VPN (virtual private network), and firewall connectivity.
• Support Windows Server, Linux, Active Directory management, computer management, and mobile devices; escalate complex issues when needed.
• Deliver responsive technical support and customer service, using analysis skills to identify causes and explain solutions clearly.

Requirements

• Experience or demonstrated ability in IT support, technical support, desktop support, equipment troubleshooting, software troubleshooting, and network troubleshooting.
• Working knowledge of Windows, macOS, Linux, Microsoft Office, computer hardware, operating systems, and help desk systems.
• Familiarity with Active Directory management, Microsoft Windows Server, VPN, firewall concepts, TCP, TCP/IP, DNS, and LAN.
• Strong communication skills, customer support ticket management, and technical troubleshooting support skills; able to prioritize requests and document work accurately.

Pay: $68,000.00 - $69,000.00 per year

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Paid time off
• Relocation assistance

Work Location: Hybrid remote in Santa Ana, CA 92701