Help Desk​/Desktop Support Analyst

Description

Job Title

Help Desk Analyst

Company Overview

A well-established managed services provider in the IT and infrastructure solutions space is seeking a Helpdesk Analyst to join its growing team. Based in Santa Clarita, California, the organization partners with diverse clients to deliver reliable, scalable, and user-friendly technology solutions across IT operations, cybersecurity, and network environments. With a strong focus on service excellence and continuous improvement, the company is committed to helping businesses operate efficiently and securely.

Role Summary

The Helpdesk Analyst plays a critical role in supporting and maintaining client IT environments by addressing technical issues, responding to alerts, and driving proactive improvements. This position is primarily remote but based in Santa Clarita, California, with occasional on-site support required for nearby client locations. The ideal candidate thrives in a fast-paced environment and is passionate about troubleshooting, process optimization, and delivering exceptional customer support.

Key Responsibilities

+ Monitor alert systems and respond to incidents, ensuring timely escalation when necessary

+ Provide remote and occasional on-site technical support for client environments

+ Manage ticket queues, ensuring accurate documentation and timely resolution of incidents and service requests

+ Troubleshoot and resolve network infrastructure and system-related issues

+ Oversee the full lifecycle of incidents and problem tickets from intake to resolution

+ Create, update, and maintain technical documentation and standard operating procedures

+ Collaborate with operations teams to improve service delivery and efficiency

+ Identify trends and recurring issues to proactively minimize downtime

+ Contribute to the development of scalable, best-in-class helpdesk operations

Compensation & Benefits

+ Hourly compensation: $26-$34 DOE, plus potential bonus opportunities

+ Comprehensive health, dental, and vision insurance

+ Paid time off and work-life balance initiatives

+ Professional development support, including company-sponsored certifications and tuition reimbursement

+ Referral bonus program and additional employee benefits

Additional Details

+ Work model:
Primarily remote with occasional on-site client visits

+ Full-time position with standard Monday-Friday schedule and periodic on-call responsibilities

+ Career growth opportunities with structured development and advancement pathways

+ Collaborative, team-oriented environment with a focus on continuous improvement

Requirements

Required Qualifications

+ 4+ years of experience in IT support or a similar technical role

+ Strong troubleshooting skills across network infrastructure and systems

+ Solid understanding of network administration concepts

+ Experience supporting Windows and Linux operating systems

+ Ability to manage multiple tasks in a fast-paced, high-pressure environment

+ Excellent written and verbal communication skills

+ Proven track record of resolving complex technical issues

+ Proficiency with ticketing systems and documentation practices

Preferred Qualifications (Nice-to-Haves)

+ ITIL framework experience

+ Prior helpdesk or managed services experience

+ Exposure to large-scale enterprise environments

+

Experience with high-availability systems, SAN solutions, or complex network infrastructures

+ Project delivery or implementation experience

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