Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to deliver responsive, high-quality technical support for client environments in Ladera Ranch, California. This role supports end users directly, handles advanced issues escalated from frontline support, and helps maintain stable desktop, server, network, and cloud-based systems. The ideal candidate is comfortable balancing daily ticket work with incident troubleshooting, documentation, and collaboration across technical teams to improve service delivery.

Responsibilities:
Resolve escalated support requests from frontline analysts, ensuring issues are addressed within expected service timelines.
Investigate and troubleshoot complex desktop, server, network, and virtual environment problems, including urgent incidents that may require after-hours response.
Provide direct assistance to client staff on site or remotely, restoring productivity and determining when specialized teams should be engaged.
Perform basic system and software installations, configuration tasks, and user support across supported business environments.
Maintain accurate service records, including ticket updates, troubleshooting notes, resolution details, and follow-up actions.
Create user guidance, reference materials, and informal training sessions to help employees use equipment and systems effectively.
Partner with technical leadership and cross-functional teams to identify operational needs and recommend improvements to tools, workflows, or business applications.
Review system logs, server health indicators, security-related events, and infrastructure alerts to detect issues and apply corrective action when needed.
Support service desk quality by reviewing open incidents, monitoring response effectiveness, and helping mentor entry-level analysts on support practices and technical troubleshooting.
Follow established confidentiality, security, and access standards while supporting client systems and protecting sensitive information.

Requirements

2+ years of experience in help desk, desktop support, or technical support roles.
Bachelor's degree, college diploma, technical certificate in information technology, or an equivalent combination of education, certifications, and hands-on experience.
Working knowledge of Microsoft 365, Azure, Microsoft Windows, Windows 10, Microsoft Office, and Active Directory.
Experience managing service desk tickets and performing structured troubleshooting for end-user hardware, software, and access issues.
Ability to work independently, manage multiple priorities, and adapt quickly in a fast-paced support environment.
Strong communication skills with a detail-oriented, customer-focused approach to technical support.
Familiarity with incident management or change management practices is preferred.
Microsoft, Fortinet, or related technical certifications are considered an asset.

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