Service Desk Analyst - Carlsbad , CA
Job in
Carlsbad, Eddy County, New Mexico, 92002, USA
Listed on 2026-10-13
Listing for:
Global Business Ser. 4u
Full Time
position Listed on 2026-10-13
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Support Desk Analyst
Job Duration: 6 Months – Long term
Job Location:
Carlsbad, CA – Onsite 5 days/week
Job Overview
The Support Desk Analyst is responsible for providing efficient, timely, and high-quality Level 1 technical support to end-users of Callaway information systems.
Roles And Responsibilities
- Perform computer operational maintenance which includes the ability to install, setup, configure troubleshoot, and optimize client computer systems, peripherals, and components
- Consistently demonstrate professional and superior customer service and interpersonal skills/soft skills
- Communicate clearly and effectively with teams, peers and customers
- Create and update incidents within ticket tracking system including detailed incident and resolution information
- Configure and support anti-virus/anti-malware software and promptly address any reported security breaches
- Update existing documentation as needed and create standard operating procedures and support KBs
- Maintain assets (i.e., laptops, workstations, mobile devices, etc.) and update inventory lists
- Support new hire account creation, computer set-up and user orientation as needed
- Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
- Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
- Comply with department standards, service level agreements and process and procedures as required by IT SOX and security compliance
- Maintain and enhance knowledge of our business and industry
- Supports termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc.
- Uses the company’s ITSM system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
- Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
- Regularly monitors the Support Desk ticketing queue to triage tickets and monitors/prioritizes for ticket aging
- Appropriately elevate incidents affecting more than a few people and/or multiple sites to Management, as per the company’s escalation matrix.
- Performs all other duties as assigned by the Technical Lead, Supervisor and/or Manager
- Exceptional Customer Service, soft skills
- Proficient in Microsoft Windows desktop OS and the Microsoft Office Suite
- Working knowledge of Mac/OS X and iOS
- Working knowledge of Active Directory and Microsoft Windows domain environments
- Able to install, setup, configure, troubleshoot, and optimize basic to moderately complex systems & components
- Experience with Microsoft Office 365 user administration
- Able to recognize and analyze system issues on a working level and identify resolutions or required escalations
- Basic knowledge of ERP technologies and platforms – SAP optional but preferred
- Able to recognize, understand, and troubleshoot system performance warnings, alerts and errors.
- Basic understanding of requirements and techniques for integrating disparate systems or technologies.
- Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment
- Basic understanding of 3rd party application support and troubleshooting.
- Strong logic, problem-solving, along with specific attention to detail
- Experience with multifunction printers, scanners
- Minimum basic working knowledge of network concepts; DNS, DHCP, IP, MAC addresses.
- Minimum 2 years of IT Support Desk experience
- Relevant IT Certifications, such as A+, Microsoft, and customer service training optional but preferred
- This position is on-site 5 days in our Carlsbad, CA office
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