Service Desk Analyst – On-Site

• Serve as the primary point of contact for users seeking technical support
• Field incoming end-user EUC requests by phone, self-service, or other standard communication channels
• Document customer needs and issues in the service tracking tool
• Resolve incidents and requests using known solutions, support tools, and remote login tools
• Create and maintain Knowledge Base articles for troubleshooting, resolution, and routing
• Partner with other IT functions to support customers and investigate issues
• Route incident and request tickets and coordinate with other staff
• Create, maintain, and retire user access, login accounts, and application access
• Liaise between customers and technical escalation teams
• Mentor junior team members
• Act independently as needed
• Perform other duties as assigned

• High school diploma
• 1–2 years of customer service experience
• 1–2 years of experience supporting an IT call center
• Working knowledge of Active Directory
• Working knowledge of TCP/IP protocols
• Excellent interpersonal and customer service skills
• Problem-solving and critical-thinking skills
• Excellent written and verbal communication skills
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork skills
• Ability to act independently as needed
• Must pass a California Law Enforcement Telecommunications (CLETS) background check
• Authorization to work in the United States
• A+ certification preferred

Demonstrates expertise in technical support and customer service, with a strong ability to resolve incidents and requests efficiently. Proficient in using support tools and maintaining user access while fostering teamwork and mentoring junior staff.

• Technical Support
• Active Directory
• TCP/IP Protocols
• Customer Service Experience
• A+ Certification

• Technical Support
• Incident Resolution
• Knowledge Base Management
• User Access Management
• Troubleshooting

• Interpersonal Skills
• Problem-Solving
• Critical Thinking
• Teamwork
• Communication Skills

• A+ Certification
• California Law Enforcement Telecommunications (CLETS) Background Check

• EUC Requests
• IT Call Center
• Technical Escalation

• Service Tracking Tool
• Remote Login Tools