IT Helpdesk Analyst

1 week ago

Los Angeles, California, United States Express Network, A Legal Support Network Co. Full time

Job Title: IT Helpdesk Analyst

Location:
On-Site – Los Angeles

Employment Type:
Full-Time

Department:
Information Technology

Salary Range:
$40,000 – $60,000 per year

We are seeking a reliable and customer-focused
IT Helpdesk Analyst
to provide frontline technical support for end users. This role is responsible for responding to support requests via phone, email, and ticketing systems, delivering timely desktop and application support, and assisting with basic infrastructure and network troubleshooting. The ideal candidate has strong communication skills, a solid understanding of Microsoft technologies, and a service-oriented mindset.

Key Responsibilities

  • Provide first- and second-level technical support via phone, email, and helpdesk ticketing system (e.g., Jira Service Management, Zendesk).
  • Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues for end users.
  • Deliver hands-on desktop support for Windows-based systems, laptops, peripherals, and mobile devices.
  • Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and user account management.
  • Assist with basic Azure administration tasks such as user access, identity management, and resource troubleshooting.
  • Perform basic networking troubleshooting (DNS, DHCP, Wi-Fi, VPN, and connectivity issues).
  • Provide printer setup, configuration, and troubleshooting support.
  • Escalate complex issues to senior IT staff or specialized teams as needed.
  • Document issues, resolutions, and procedures within the helpdesk system and knowledge base.
  • Maintain a high level of customer service and professionalism in all user interactions.

Required Qualifications

  • 2+ years of experience in an IT helpdesk, service desk, or technical support role.
  • Hands-on experience with a helpdesk/ticketing system such as Jira Service Management or Zendesk.
  • Experience providing phone and email-based technical support.
  • Strong working knowledge of Microsoft 365 (O365) administration and end-user support.
  • Familiarity with Microsoft Azure fundamentals and basic administrative tasks.
  • Basic networking knowledge and troubleshooting skills.
  • Experience supporting printers and peripheral devices.
  • Strong communication, problem-solving, and time-management skills.

Preferred Qualifications

  • IT certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent.
  • Experience supporting a growing or fast-paced corporate environment.
  • Familiarity with endpoint management tools (Intune, SCCM, or similar).

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