IT Service Desk Analyst

4 weeks ago


Redondo Beach, California, United States Impulse Space Full time
Job Title: IT Service Desk Analyst

Impulse Space is seeking a skilled IT Service Desk Analyst to provide technical support to end-users on Linux, Windows, and Mac OS. The ideal candidate will have experience in troubleshooting network, OS, and application problems, as well as proficiency in creating documentation and assisting the L1 service desk staff on technical challenges.

Key Responsibilities:
  • Provide Level 2 technical support to resolve complex hardware, software, and network issues.
  • Escalate and coordinate with the engineering teams when necessary for issue resolution.
  • Maintain accurate documentation of support interactions and contribute to knowledge base articles.
  • Deliver exceptional customer service by actively listening, empathizing, and providing clear solutions.
  • Provide white-glove support for company executives.
  • Stay current with industry trends and continuously develop technical skills.
  • Collaborate with Level 1 and Level 3 support teams to resolve issues effectively.
Requirements:
  • Experience in troubleshooting network, OS, and application problems.
  • Must be able to use basic Microsoft Office 365 administration functions such as Endpoint Management (Intune) and Entra ID (Azure Active Directory).
  • Strong knowledge of SLAs and the importance of adherence to standards.
  • Ability to work independently under minimal supervision.
  • Proficiency in creating documentation and assisting the L1 service desk staff on technical challenges.
Preferred Skills and Experience:
  • BA/BS degree in Computer Science or related field is preferred; equivalent work experience required.


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