Service Desk Analyst

This position is employed by Kilroy Realty, L.P. and is responsible for supporting our IT service desk model. This position reports to the Manager, IT Service Management.

The Service Desk Analyst delivers first- and intermediate-level technical support to end users, resolving incidents and service requests across hardware, software, network, and business applications. The role requires proactive troubleshooting and escalation of complex issues, accurate ITSM documentation, and clear communication throughout the support lifecycle. The Analyst takes initiative to identify improvement opportunities, enhance knowledge base content and support processes, supports onboarding and offboarding activities, provides AV, remote, and satellite office support, collaborates with IT and business teams, and participates in departmental projects.‑

and intermediate‑level technical support to end users, ensuring timely resolution of incidents and service requests across hardware, software, network, and business applications. This role is responsible for performing detailed troubleshooting, escalating complex issues to higher-tier support teams, and maintaining accurate documentation within the ITSM platform. The analyst will engage proactively with users throughout the support lifecycle, contribute to knowledge base and process improvement efforts, and collaborate closely with IT teams to enhance service quality.

Responsibilities also include supporting onboarding and offboarding workflows, providing AV and remote assistance to satellite offices, participating in departmental projects, and traveling as needed to deliver onsite support at regional office locations.

• Troubleshoot hardware, software, network, and application issues using documented procedures and technical knowledge.
• Accurately log, categorize, and prioritize incidents and service requests in the ticketing system, maintaining documentation of troubleshooting steps and resolutions.
• Resolve Tier 1 or Tier 2 issues independently and elevate unresolved or complex issues to Tier 3 support teams.
• Perform in-depth troubleshooting for Tier 1 and Tier 2-level incidents, including remote diagnostics and configuration.
• Communicate proactively with users throughout the ticket lifecycle to ensure transparency, timely updates, and user satisfaction.
• Contribute to the creation and maintenance of knowledge base articles, support documentation, and continuous process improvements by identifying recurring issues.
• Collaborate with other members of the IT team to identify recurring issues and recommend process improvements.
• Participate in team, cross-functional meetings, and training sessions to stay current with technologies, procedures, and best practices.
• Assist with employee status change request workflows, including all related onboarding and offboarding tasks.‑change request workflows, including all related onboarding and offboarding tasks.
• Provide AV support as needed, including testing equipment, assisting with setup, and supporting users during meetings and events upon request.
• Provide onsite and remote technical support to users at satellite offices through remote support tools and coordinate with onsite contacts.
• Travel on an as needed, rotational basis to out-of-state offices (e.g., San Diego, San Francisco, PNW, Texas) to provide onsite support and assist with projects.‑needed, rotational basis to out‑of‑state offices (e.g., San Diego, San Francisco, PNW, Texas) to provide onsite support and assist with projects.
• Participate in IT department projects and initiatives, contributing to system upgrades, hardware refreshes, and process improvements.

• 2-3 years’ experience in a corporate office business computing and networking environment
• Experience with standard escalation procedures for a cross-functional IT department
• Experience with ticket lifecycle management and escalation procedures
• Bachelor’s degree in information technology, Computer Science, or a related field or equivalent work experience
• CompTIA A+, Network+, or similar (preferred)
• Must have a valid CA driver’s license and an insured personal vehicle.