IT Helpdesk

Job Title: IT Helpdesk

Location: Santa Cruz, CA

Duration: 6 Month Contract

Must Have

• Install a network printer when the network driver is not available.
• Set up SaaS users.
• Support a role that partners closely with the Manager.
• Assist with Intune setup and access provisioning. (Nice tohave)
• Provide network support as needed.
• Handle Tier 3 support and network setup.
• Manage Active Directory administration.
• Administer Office 365 and support related tasks.

Hard Skills/Tools:

• Windows, Mac & Linux shop (in that order)
• Basic desktop support including break fix
• Onboarding / offboarding
• Saas based apps support
• Wear multiple hats - keeping in line with desktop typical duties

Slack

• Active directory
• Microsoft Suite
• Zoom (preferred)

Soft Skills:

• Fast paced - Self starter / cant hand hold

Qualifications:

• 5-7+ helpdesk support
• Experience with slack, Active Directory, Microsoft Suite & Zoom
• Experience with Windows, Mac & Linux
• 5-7 years direct relevant experience

Help Desk Analyst job description

A help desk analyst provides technical support to employees, customers or end users by diagnosing and resolving hardware, software and system-related issues. These professionals serve as a primary point of contact for technology support, helping to maintain productivity by troubleshooting problems, answering questions and ensuring users have access to the tools they need. As organizations continue to adopt new technologies and digital workplace solutions, help desk analysts play a critical role in supporting business operations and the employee experience.Help desk analyst roles often encompass varying levels of responsibility depending on the organization, from providing initial front-line technical support to resolving complex issues and improving support service. More experienced professionals may perform advanced troubleshooting, analyze recurring issues and provide guidance to other support team members. Help desk analysts' combination of technical knowledge, problem-solving skills and customer service expertise helps organizations minimize downtime, improve technology adoption and support operational efficiency.

Typical help desk analyst duties:

• Provide first-line technical support for hardware, software, network and system issues
• Diagnose, troubleshoot and resolve user-reported technology problems through phone, email, chat or ticketing systems
• Manage, prioritize and document service requests, incidents and resolutions
• Install, configure and maintain computers, mobile devices, software applications and user accounts
• Escalate complex technical issues to appropriate IT teams and track resolution progress
• Support user access management, password resets and security-related requests
• Create and maintain technical documentation, knowledge base articles and user support materials
• Identify recurring issues and recommend process improvements to enhance service delivery and end-user support