Help Desk Analyst San Diego, CA

Help Desk Analyst

We are seeking a customer-focused Help Desk Analyst to join a fast-paced support team. This role is ideal for someone with strong Help Desk or Service Desk experience who thrives in a high-volume call center environment. The successful candidate will provide end-user support across both Windows and macOS platforms, troubleshoot Microsoft 365 issues, manage device enrollment and policies through Intune and MDM solutions, and deliver exceptional customer service while resolving technical problems efficiently.

• Serve as the primary point of contact for end-user technical support via phone, chat, email, and ticketing systems.
• Troubleshoot hardware, software, operating system, and application issues in a mixed Windows and macOS environment.
• Support and administer Microsoft 365 applications, including Outlook, Teams, One Drive, and SharePoint.
• Resolve account-related issues utilizing Active Directory, including password resets, account unlocks, security groups, and user provisioning.
• Manage and troubleshoot devices using Microsoft Intune and Mobile Device Management (MDM) platforms.
• Diagnose and resolve printer connectivity, configuration, and performance issues.
• Assist with workstation deployments, system upgrades, software installations, and hardware replacements.
• Document incidents, service requests, troubleshooting steps, and resolutions within the ticketing system.
• Escalate complex issues to appropriate teams while maintaining ownership of the customer experience.
• Meet established service level agreements (SLAs) and support metrics within a high-volume environment.