Help Desk Analyst II

Description

We are looking for a Help Desk Analyst II to provide responsive technical support for a government organization in Malibu, California. This Long-term Contract position focuses on supporting a Windows-based environment, assisting employees and external users with day-to-day technology issues, and delivering a high standard of customer service. The ideal candidate can work independently, troubleshoot efficiently, and adapt quickly in a detail-oriented public-sector setting.

Responsibilities:
Provide front-line technical assistance for desktops, laptops, software applications, printers, and connectivity concerns across a primarily Windows environment.
Deliver both on-site and remote support to staff, outside partners, and off-site consultants, ensuring timely resolution of service requests.
Manage user access by handling password resets and account support while following established security and compliance practices.
Configure, deploy, upgrade, and troubleshoot end-user devices, peripherals, and standard business software.
Maintain accurate service records by documenting issues, troubleshooting steps, and outcomes within the ticket management system.
Coordinate workstation setup, office moves, and equipment troubleshooting to keep users productive with minimal disruption.
Escalate complex incidents to senior IT personnel when needed and collaborate on effective resolution paths.
Contribute to ongoing technology initiatives, including cloud-related efforts, asset tracking, and support for web, audio-visual, and virtual meeting tools as required.

Requirements

Previous help desk or desktop support experience with the ability to contribute effectively with minimal onboarding.
Hands-on troubleshooting skills with Microsoft Windows 10, Office 365, internet access issues, printers, and general end-user hardware and software problems.
Experience working with Active Directory, including user account support in a hybrid environment.
Demonstrated ability to manage and resolve service desk tickets efficiently while maintaining strong attention to detail.
Strong verbal and written communication skills with a customer-focused approach to support.
Comfort supporting a wide range of users, including internal staff, external stakeholders, and remote consultants.
Familiarity with cloud platforms such as Azure, mobile device support, or ticketing systems like Atera is beneficial.
Exposure to municipal or public-sector technology environments, business systems, or audio-visual support is a plus.

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