Help Desk Analyst

Solugenix is assisting a client in their search for a Help Desk Analyst. This is a contract to hire opportunity based in Irvine, CA (Onsite).

The Help Desk Analyst’s role is to provide efficient and courteous technical assistance to end users, primarily but not limited to corporate office associates. This includes receiving, prioritizing, documenting, and actively resolving tickets in a professional and proactive manner. The Help Desk Analyst must be able to demonstrate a strong technical knowledge and an ability to communicate effectively in order to understand the issue while explaining the solution to end users with varying technical proficiencies.

• Strong problem-solving and workflow management skills.
• Ability to manage multiple priorities and projects.
• Experience administering Windows Active Directory.
• Ability to resolve escalating customer issues in a collaborative, partnering, and professional manner.
• Excellent demonstrated verbal and written communication skills.
• High degree of proficiency using personal computers and desktop software (Windows environment).
• Strong interpersonal skills, with demonstrated ability to facilitate cross‑functional team projects.

• Associates degree or equivalent years of experience in the related field is desired (5+ years).
• Experience supporting dynamic enterprise environments.
• Excellent problem‑solving skills, especially in new emerging areas that will require defined processes.
• Proficiency with Windows 10 and 11.
• Experience working in multi‑site locations.
• Passionate transformer for helping customers by living and breathing teamwork with a relentless ability to get things done well.
• Create real value for the customer in every interaction.
• Aptitude to multitask effectively during busy times, exercise patience, and do the right thing during stressful situations.
• Bachelor’s degree or equivalent years of experience in the related field are desired.
• iOS, including automation of common configuration and setup procedures.
• Advanced knowledge in using various remote tools for assisting users, troubleshooting, and resolving complex problems.
• Excellent verbal and written communication skills.
• Relevant certifications are a plus.

• Answers incoming calls and IT requests; provides Level 1 and 2 support in a timely manner.
• Capable of addressing and resolving IT issues proactively, promptly, effectivity, and independently.
• Ability to work in a fast‑paced environment addressing issues by both phone and ticketing system.
• Understanding of IT security and ability to identify and elevate policy violations.
• Microsoft Active Directory knowledge.
• Configures systems to user requirements and corporate standards.
• Install, modify, and repair computer hardware and software.
• Ensure documentation and response to Service Desk incidents and requests, provide escalated support, or pass to the responsible functional groups when appropriate.
• Follow up with users to the ensure the issue has been resolved and solicit feedback.
• Remain calm and professional while effectively handling multiple demands.
• Must be able to work flexible days/hours – some on‑call duty may be required.

• Ability to lift computer equipment (up to 50 lbs) to overhead shelves.
• Working with or for team in a different location.
• Flexibility with working hours which may include hours outside of regular schedule (may include occasional weekends, evenings, etc.).

Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $35/hour to $40/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training and/or experience.

Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.