IT Technical Support Analyst
Job Location Type: In Person (Onsite)
Location: San Jose, CA 95134
Job Type: Contract 6 months.
Shift Schedule: Monday-Friday, 8:00 AM-4:00 PM
About the Role
We are seeking a motivated and customer-focused IT Technical Support Analyst to join our Information Technology team in San Jose, California. This is an excellent opportunity for an entry-level IT professional or someone with up to two years of experience who enjoys troubleshooting computer issues, supporting users, and learning new technologies.
In this role, you will provide hands-on and remote technical support to employees, including executive users, while working closely with experienced IT professionals across desktop support, business applications, networking, servers, and information security. Training will be provided, making this a great opportunity to develop your technical skills, gain practical experience, and grow your career in IT.
Key Responsibilities
- Provide responsive, hands-on IT support to employees at the San Jose office, along with remote users as needed.
- Manage support tickets independently by following established procedures and service-level expectations.
- Troubleshoot desktop, laptop, operating system, software, and Microsoft application issues.
- Configure, image, deploy, and maintain computers running Windows 11 and macOS.
- Perform Tier 2 desktop support and resolve technical issues or escalate them to the appropriate IT teams.
- Support employee onboarding and offboarding activities in accordance with standard operating procedures.
- Assist with computer setup, user access, hardware troubleshooting, and routine IT support tasks.
- Collaborate with network, server, business applications, and information security teams to resolve technical issues.
- Deliver professional, customer-focused support while maintaining clear communication with users.
- Document troubleshooting steps, resolutions, and technical information to support knowledge sharing and consistent service delivery.
Required Qualifications
- High school diploma or equivalent required.
- 0-2 years of relevant IT or computer-related experience; hands-on experience is preferred but not mandatory.
- Basic understanding of computers, operating systems, hardware, software, or technical troubleshooting.
- Willingness to learn new technologies, follow established procedures, and participate in team-based problem-solving.
- Strong communication, interpersonal, and customer service skills.
- Ability to prioritize support requests, stay organized, and work effectively with employees at different levels.
- Ability to work onsite in San Jose, California, Monday through Friday, from 8:00 AM to 4:00 PM.
- Ability to sit or stand for extended periods and occasionally lift IT equipment weighing more than 25 pounds, potentially up to 50 pounds.
Preferred Qualifications
- Familiarity with Active Directory and basic user account management.
- Exposure to ServiceNow ITSM or other IT service management ticketing systems.
- Experience troubleshooting Windows 11, macOS, and Microsoft applications.
- Previous experience providing desktop support, help desk assistance, or technical support.
- Exposure to executive or VIP user support.
- Experience creating knowledge articles or documenting troubleshooting procedures.