Help Desk Analyst

A professional services organization is seeking a Help Desk Analyst to provide high-quality technical support to internal users and collaborate with IT teams and external service providers. This role supports end users across LAN and WAN environments and is focused on maintaining system reliability, resolving technical issues efficiently, and delivering exceptional customer service.

The ideal candidate is technically proficient, calm under pressure, and able to communicate effectively with users at all levels. This position requires a strong service mindset and the ability to respond to urgent issues with confidence and professionalism.

• Location:
  
  Century City /
  
  Hours:
  
  10:00 AM – 7:00 PM

• Provide remote and onsite technical support, including installation, troubleshooting, maintenance, and support of IT equipment and applications such as laptops, desktops, mobile devices, printers, monitors, telephones, and peripherals
• Respond to daily IT service requests via phone, email, voicemail, in person, and ticketing systems
• Create, update, and manage support tickets throughout the incident lifecycle, ensuring accurate documentation, follow-up, root-cause resolution, and adherence to SLAs and performance metrics
• Deliver a high level of customer service by responding promptly, professionally, and supportively to user needs
• Collaborate with IT leadership and team members across multiple office locations on daily operations, firmwide projects, and technology initiatives
• Demonstrate a balanced blend of technical expertise and customer service skills, maintaining a professional and approachable demeanor
• Communicate clearly with strong listening skills to effectively assess and resolve user issues
• Contribute to and maintain the IT knowledge base; evaluate trends and report recurring issues
• Maintain familiarity with organizational policies, procedures, and supported technologies, while staying informed on industry trends and emerging technologies
• Set up, maintain, and support multimedia and video conferencing systems for internal and external meetings

• 1–2 years of experience in a Help Desk or Desktop Support role
• Associate’s or Bachelor’s degree in a related technical field, or equivalent practical experience
• Proficiency with Microsoft Windows operating systems, Office 365, Active Directory, and document management systems
• Strong knowledge of computer hardware maintenance and repair
• Ability to lift and move equipment up to 30 pounds and work in confined spaces, including stooping, kneeling,, or crawling when required
• Availability to work after-hours and overtime as needed
• Willingness to participate in a rotating 24x7 weekend on-call program (approximately one weekend out of every five)