Carlsbad, CA - Hybrid (3 days onsite / 2 days remote)
Contract to hire
ASAP
Overview
The Service Desk Analyst ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and resolving help requests, escalating incidents as needed to maintain SLA expectations, and providing both remote and in-person support. Responsibilities
Essential Job Functions Serve as the first point of contact for employee computer-related issues. Actively resolve issues with computer and server systems hosted in Azure. Manage and sync local Active Directory (AD) to Azure AD. Monitor and manage all incoming calls, tickets, and Tier 1 issues to ensure timely resolutions. Assist with implementation and support of 1st-level reported issues. Collaborate with Level 2/3 Engineers to implement Azure and Intune solutions. Install hardware and software and participate in IT research and development. Design and implement autopilot configurations with senior engineers. Perform installations/adds/moves/changes for PCs, monitors, printers, MS Teams Phones, and peripherals. Maintain, configure, and ensure reliable operation of computer systems and projects as needed. Setup, install, patch, and deploy Windows-based computers in a cloud environment. Troubleshoot computers, VoIP systems, mobile phones, and wireless networks. Manage password resets and account lockouts; ensure local AD and Azure AD synchronization. Perform archive restores as required. Collaborate with IT team to implement new technologies. Track and maintain equipment and device inventory. Create procedures and documentation aligning with ITIL and ITSM best practices. Ensure routine backup operations and processes for data protection, disaster recovery, and failover. Support and troubleshoot Tier 1 server and networking issues. Rotating on-call schedule among Service Desk team members. Install and upgrade computer components and software, including automation processes. Diagnose hardware/software errors, document issues and resolutions, prioritize problems, and assess their impact. Provide technical documentation and specifications for IT infrastructure planning and upgrades. Perform other duties as assigned, based on evolving daily needs. Required Skills & Experience
2–4 years of college or university (certificate preferred), with at least two years of related experience in a computer, technical, or Service Desk environment; or equivalent combination of education and experience. Demonstrated knowledge of Microsoft Exchange, Windows Operating Systems, and all Microsoft Office products. Excellent customer service skills and ability to develop effective relationships across the organization. Strong written and verbal communication skills. Experience managing multiple priorities within tight timeframes. Ability to initiate, coordinate, and organize projects and tasks through completion. Desired Skills & Experience
2–4 years’ experience in an IT support or related Service Desk role. Daily Responsibilities & Tech Breakdown
Answer Tier 1 and 2 calls; provide excellent customer service. Setup, install, patch, and deploy Windows-based computers in a cloud environment. Actively resolve issues with Azure-hosted computer/server systems and manage AD sync with Azure. Provide both onsite (Home Office 2–3 days/week) and remote (up to 2 days/week) support. Working Conditions
Occasional travel required (car, plane, train); exposure to varying climates, noise, lighting, and ventilation. Work environment: controlled office setting with slight temperature variations and standard office equipment noises. Occasionally required to tour/work in different parts of a senior living community (including dining, housekeeping, environmental services, assisted living, transportation) which may involve walking, stairs, and varied indoor conditions. Standards of Excellence
Act as a role model for company Principles, Values, and Beliefs (PVBs) inside and outside the community. Apply PVBs in all actions, decisions, and interactions. Develop and maintain effective communication and relationships with associates. Approach all interactions in a friendly, professional, and customer-service-oriented manner.
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The Service Desk Analyst ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and resolving help requests, escalating incidents as needed to maintain SLA expectations, and providing both remote and in-person support. Responsibilities
Essential Job Functions Serve as the first point of contact for employee computer-related issues. Actively resolve issues with computer and server systems hosted in Azure. Manage and sync local Active Directory (AD) to Azure AD. Monitor and manage all incoming calls, tickets, and Tier 1 issues to ensure timely resolutions. Assist with implementation and support of 1st-level reported issues. Collaborate with Level 2/3 Engineers to implement Azure and Intune solutions. Install hardware and software and participate in IT research and development. Design and implement autopilot configurations with senior engineers. Perform installations/adds/moves/changes for PCs, monitors, printers, MS Teams Phones, and peripherals. Maintain, configure, and ensure reliable operation of computer systems and projects as needed. Setup, install, patch, and deploy Windows-based computers in a cloud environment. Troubleshoot computers, VoIP systems, mobile phones, and wireless networks. Manage password resets and account lockouts; ensure local AD and Azure AD synchronization. Perform archive restores as required. Collaborate with IT team to implement new technologies. Track and maintain equipment and device inventory. Create procedures and documentation aligning with ITIL and ITSM best practices. Ensure routine backup operations and processes for data protection, disaster recovery, and failover. Support and troubleshoot Tier 1 server and networking issues. Rotating on-call schedule among Service Desk team members. Install and upgrade computer components and software, including automation processes. Diagnose hardware/software errors, document issues and resolutions, prioritize problems, and assess their impact. Provide technical documentation and specifications for IT infrastructure planning and upgrades. Perform other duties as assigned, based on evolving daily needs. Required Skills & Experience
2–4 years of college or university (certificate preferred), with at least two years of related experience in a computer, technical, or Service Desk environment; or equivalent combination of education and experience. Demonstrated knowledge of Microsoft Exchange, Windows Operating Systems, and all Microsoft Office products. Excellent customer service skills and ability to develop effective relationships across the organization. Strong written and verbal communication skills. Experience managing multiple priorities within tight timeframes. Ability to initiate, coordinate, and organize projects and tasks through completion. Desired Skills & Experience
2–4 years’ experience in an IT support or related Service Desk role. Daily Responsibilities & Tech Breakdown
Answer Tier 1 and 2 calls; provide excellent customer service. Setup, install, patch, and deploy Windows-based computers in a cloud environment. Actively resolve issues with Azure-hosted computer/server systems and manage AD sync with Azure. Provide both onsite (Home Office 2–3 days/week) and remote (up to 2 days/week) support. Working Conditions
Occasional travel required (car, plane, train); exposure to varying climates, noise, lighting, and ventilation. Work environment: controlled office setting with slight temperature variations and standard office equipment noises. Occasionally required to tour/work in different parts of a senior living community (including dining, housekeeping, environmental services, assisted living, transportation) which may involve walking, stairs, and varied indoor conditions. Standards of Excellence
Act as a role model for company Principles, Values, and Beliefs (PVBs) inside and outside the community. Apply PVBs in all actions, decisions, and interactions. Develop and maintain effective communication and relationships with associates. Approach all interactions in a friendly, professional, and customer-service-oriented manner.
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