Service Desk Support Analyst

Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first.

The Service Desk Support Analyst is responsible for delivering 24/7 technical support to troubleshoot and ensure the optimal performance of desktop computers, laptops, smartphones, tablets, applications, and related equipment. This role operates as part of a hands‑on, onsite Service Desk team, providing support to both local and remote offices. The analyst delivers timely technical assistance, guidance, and issue resolution across a range of technologies and hardware.

In addition to technical expertise, the role requires a strong commitment to customer service, effective communication, and collaboration within a team environment.

• Provides Service Desk phone and email support focusing on First Contact Resolution
• Maintains and documents problem call history by recording and tracking all calls in the Service Desk tracking system
• Responds in a timely manner to all phone calls, voicemails, emails and on‑site requests for technical support
• Provides Level 1 and Level 2 Service Desk and Desktop support, escalating to Level 3 when necessary
• Preparation and imaging of desktops and laptops for company wide deployment
• Deploy, configure and troubleshoot printers
• Troubleshoots routine to complex problems and works with internal team, vendor personnel and follows up to ensure problem resolution
• Instructs and educates internal customers on how to use computer hardware and software more productively
• Creates, maintains and disables user accounts and groups, including email and VPN, utilizing Active Directory / M365 Entra 
• Assists in project implementations, testing, documentation and training
• Creates, reviews and modifies process, procedure and instruction documentation
• Participates in Disaster Recovery planning and testing
• Other related duties as necessary to support Company goals and objectives

• BS/BA in Computer Science (or related discipline) or 3-6 years equivalent work experience
• A minimum of Three (3) years providing desktop or Service Desk and/or Call Center telephone support in a professional environment
• Outstanding customer service skills
• Ability to prioritize tasks and adjust quickly as support needs change
• Solid troubleshooting skills
• Experience in identifying, removing, and protecting against spyware/virus infection
• Basic troubleshooting of laptops, desktops and printers
• Basic knowledge of two‑factor authentication
• Basic knowledge of iPad and iPhone devices
• Basic knowledge of PDQ Deploy and PDQ Inventory
• Basic knowledge of desktop networking (wired and wireless), and network troubleshooting skills
• Ability to prioritize tasks and work with minimal supervision
• Ability to be flexible on “in office” work hours
• Outstanding written and verbal communication and interpersonal skills
• Energetic and self‑motivated team player with ability to work effectively and cooperatively with project and infrastructure teams
• Experience working with a call ticketing system
• Specific required working knowledge and technical skills include:
  • Windows 11 or higher operating systems
  • Microsoft Exchange Online/Outlook for M365
  • Microsoft 365 and Office 365, including Teams and One Drive
  • Internet Explorer/Chrome/Edge
  • Adobe software (Reader, Standard, Pro and other suites)
  • Imaging software

Requires some travel to other locations. Must possess a current, valid California Driver License.

• Cybersecurity best practices for end point technologies
• Experience with GenAI tools such as Co-Pilot
• Solid understanding of network technologies/concepts (including VPN)
• Experience with Mobile Device Management support
• Working knowledge of web conferencing applications

• Flexible, thoughtful, accountable, approachable and passionate about work
• Passion for customer service support with a sense of urgency and a…