Help Desk Analyst

Summary

The Help Desk Analyst provides first-tier technical assistance and support to users on-site and via telephone, ensuring timely resolution and excellent customer service. This role performs PC and network troubleshooting, software installation, asset tracking, and documents IT support processes. The position is based in Marina Del Rey with occasional travel to other Los Angeles area offices.

• Provide first-tier computer and software support to users on-site and via telephone.
• Respond to and follow up on support calls in a timely manner and record updates.
• Perform PC setup, maintenance, operating system and software installation.
• Troubleshoot network connections to isolate and resolve issues.
• Maintain and administer PC applications including antivirus and department-specific software.
• Catalog and maintain hardware, software and warranty inventory and documentation.
• Document and update IT support processes and provide weekly status reports on issues.
• Handle moves, adds, and changes of endpoints, networking equipment, and cabling.
• Travel to other offices to pick up, deliver, and store computer equipment as needed.

• Minimum two years of experience in an IT or call center environment.
• Strong understanding of PCs and peripherals in a networked environment.
• Experience supporting MS Windows 10 and Mac OS X, LAN technologies, TCP/IP, DHCP, and DNS.
• Proficiency with MS Office (Word, Excel, Outlook, PowerPoint) and remote access support.
• Experience using and supporting iPad and iPhone devices in corporate settings.
• Bachelor's degree in Information Systems, Business Administration, technical certificate, or equivalent experience.
• CompTIA A+ or MCP certification preferred.
• Excellent interpersonal, verbal and written communication skills and strong organizational abilities.