Location: Palo Alto, CA (onsite)
Overview of Role:
The IT Helpdesk Analyst role is a motivated, customer-focused position that sits within the IT Support team. In this role, you will serve as the first point of contact for end-users experiencing technical issues, providing timely and effective solutions to minimize disruption and maintain productivity across the organization.
Role and Responsibilities:
- Respond to and resolve inbound support requests via phone, email, and ticketing system (Tier 1 & Tier 2).
- Diagnose and troubleshoot hardware, software, network, and peripheral issues for end-users.
- Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
- Manage user accounts and permissions using Active Directory and Microsoft 365 Admin Center.
- Document incidents, resolutions, and workarounds clearly in the ITSM ticketing system.
- Escalate unresolved or complex issues to senior IT staff or specialized teams.
- Assist with onboarding of new employees including workstation setup and access provisioning.
- Maintain hardware and software inventory records.
- Support video conferencing systems and collaboration tools (Teams, Zoom, etc.).
- Contribute to the internal IT knowledge base by writing and updating support articles.
- All other duties as assigned
Experience, Education and Specialized Knowledge and Skills:
- Associate's degree or higher in Information Technology, Computer Science, or related field - or equivalent work experience.
- CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900).
- Minimum of 3+ years of experience in a helpdesk, desktop support, or IT support role.
- Experience with ITSM tools such as ServiceNow, Jira Service Management, or Freshservice.
- Exposure to remote support tools (e.g., TeamViewer, AnyDesk,).
- Proficiency with Windows 10/11 operating systems; basic macOS familiarity is a plus.
- Working knowledge of Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
- Familiarity with Active Directory user and group management.
- Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
- Strong communication and interpersonal skills with a customer-first attitude.
- Ability to manage multiple tickets and priorities simultaneously under pressure.
- Ability to demonstrate professionalism, good judgment, and tact when dealing with sensitive and confidential issues.
- Experience in an enterprise environment with 500+ users.