Help Desk/Desktop Support Analyst

Description

We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical support in a fast-paced academic setting in Santa Monica, California. This is a Contract position requiring on-site assistance for faculty, staff, and students, with a strong emphasis on maintaining reliable day-to-day technology operations. The role focuses on resolving desktop and classroom technology issues, supporting both Mac and Windows environments, and helping ensure equipment and audio/visual systems are ready for instruction and events.

Responsibilities:
Deliver on-site technical assistance to faculty, staff, and students by diagnosing and resolving hardware, software, and connectivity issues across campus.
Manage daily service requests through a ticketing platform such as Freshdesk, maintaining timely follow-up and clear resolution notes.
Configure, deploy, and support desktop and laptop systems, with primary attention to Mac devices and additional support for Windows workstations.
Set up, maintain, and troubleshoot classroom and office technology including printers, projectors, and other shared equipment.
Administer Apple device management tools and assist with device provisioning, updates, and policy enforcement.
Prepare and support Google Workspace-related technology and other institutional platforms used for day-to-day operations.
Perform hands-on technical tasks such as equipment moves, workstation installations, basic cabling, and general campus IT support.
Provide audio/visual support for campus events and assist with technology installations tied to new facility and learning space projects.

Requirements

At least 5 years of desktop support experience in an end-user support environment.
Prior experience supporting users in higher education or a similarly diverse, service-focused setting.
Strong working knowledge of macOS and Windows 10, with the ability to troubleshoot both hardware and software issues effectively.
Experience with ticket management systems such as Freshdesk, Zendesk, or comparable service desk tools.
Familiarity with Apple device management platforms and related endpoint administration practices.
Hands-on experience supporting printers, projectors, classroom technology, and audio/visual equipment.
Clear English communication skills with a detail-oriented, patient approach to customer support.
Ability to handle physical IT duties, including equipment setup, installation, and basic technical cabling.

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