Service Desk Analyst
Kilroy Realty Corporation, Los Angeles, CA, United States
About The Opportunity
This position is employed by Kilroy Realty, L.P. and is responsible for supporting our IT service desk model. This position reports to the Manager, IT Service Management.
Summary Of Responsibilities The Service Desk Analyst delivers first- and intermediate-level technical support to end users, resolving incidents and service requests across hardware, software, network, and business applications. The role requires proactive troubleshooting and escalation of complex issues, accurate ITSM documentation, and clear communication throughout the support lifecycle. The Analyst takes initiative to identify improvement opportunities, enhance knowledge base content and support processes, supports onboarding and offboarding activities, provides AV, remote, and satellite office support, collaborates with IT and business teams, and participates in departmental projects.
Troubleshoot hardware, software, network, and application issues using documented procedures and technical knowledge.
Accurately log, categorize, and prioritize incidents and service requests in the ticketing system, maintaining documentation of troubleshooting steps and resolutions.
Resolve Tier 1 or Tier 2 issues independently and upscale unresolved or complex issues to Tier 3 support teams.
Perform in-depth troubleshooting for Tier 1 and Tier 2-level incidents, including remote diagnostics and configuration.
Communicate proactively with users throughout the ticket lifecycle to ensure transparency, timely updates, and user satisfaction.
Contribute to the creation and maintenance of knowledge base articles, support documentation, and continuous process improvements by identifying recurring issues.
Collaborate with other members of the IT team to identify recurring issues and recommend process improvements.
Participate in team, cross‑functional meetings, and training sessions to stay current with technologies, procedures, and best practices.
Assist with employee status change request workflows, including all related onboarding and offboarding tasks.
Provide AV support as needed, including testing equipment, assisting with setup, and supporting users during meetings and events upon request.
Provide onsite and remote technical support to users at satellite offices through remote support tools and coordinate with onsite contacts.
Travel on an as‑needed, rotational basis to out‑of‑state offices (e.g., San Diego, San Francisco, PNW, Texas) to provide onsite support and assist with projects.
Participate in IT department projects and initiatives, contributing to system upgrades, hardware refreshes, and process improvements.
Opportunity Requirements
2-3 years’ experience in a corporate office business computing and networking environment
Experience with standard escalation procedures for a cross‑functional IT department
Experience with ticket lifecycle management and escalation procedures
Bachelor’s degree in information technology, Computer Science, or a related field or equivalent work experience
CompTIA A+, Network+, or similar (preferred)
ITIL Foundation (a plus)
Must have a valid CA driver’s license and an insured personal vehicle.
Knowledge Of The Following
Strong troubleshooting and diagnostic skills
Customer service orientation with a focus on user satisfaction
Experience supporting remote staff over multiple channels of communication
Strong familiarity with M365, VPN, SCCM, and endpoint protection technologies
Excellent verbal and written communication
Proven success in end‑user support, technical documentation, and service optimization
Ability to work cross‑functionally and drive strategic outcomes
Proven experience supporting C‑level executives with day‑to‑day technological needs.
What We Offer At Kilroy, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within the role. The hourly pay range for this role is between $30.29 and $36.12 and your base pay will depend on your skills, experience and training, knowledge, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. This role is eligible for an annual discretionary bonus as well.
Our comprehensive group health benefits program is built around your total health and provides employees and their families with care and coverage designed to help you thrive. Our health and wellness program offerings include medical, dental, vision, with FSA, HSA options, Group Life & Disability, LTD coverage and much more. Ancillary programs include a retirement savings plan with a competitive employer match, employee support programs like our parental leave coaching program, wellness, and commuter benefits, just to name a few. We invite you to visit our website at www.kilroyrealty.com to learn more.
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Summary Of Responsibilities The Service Desk Analyst delivers first- and intermediate-level technical support to end users, resolving incidents and service requests across hardware, software, network, and business applications. The role requires proactive troubleshooting and escalation of complex issues, accurate ITSM documentation, and clear communication throughout the support lifecycle. The Analyst takes initiative to identify improvement opportunities, enhance knowledge base content and support processes, supports onboarding and offboarding activities, provides AV, remote, and satellite office support, collaborates with IT and business teams, and participates in departmental projects.
Troubleshoot hardware, software, network, and application issues using documented procedures and technical knowledge.
Accurately log, categorize, and prioritize incidents and service requests in the ticketing system, maintaining documentation of troubleshooting steps and resolutions.
Resolve Tier 1 or Tier 2 issues independently and upscale unresolved or complex issues to Tier 3 support teams.
Perform in-depth troubleshooting for Tier 1 and Tier 2-level incidents, including remote diagnostics and configuration.
Communicate proactively with users throughout the ticket lifecycle to ensure transparency, timely updates, and user satisfaction.
Contribute to the creation and maintenance of knowledge base articles, support documentation, and continuous process improvements by identifying recurring issues.
Collaborate with other members of the IT team to identify recurring issues and recommend process improvements.
Participate in team, cross‑functional meetings, and training sessions to stay current with technologies, procedures, and best practices.
Assist with employee status change request workflows, including all related onboarding and offboarding tasks.
Provide AV support as needed, including testing equipment, assisting with setup, and supporting users during meetings and events upon request.
Provide onsite and remote technical support to users at satellite offices through remote support tools and coordinate with onsite contacts.
Travel on an as‑needed, rotational basis to out‑of‑state offices (e.g., San Diego, San Francisco, PNW, Texas) to provide onsite support and assist with projects.
Participate in IT department projects and initiatives, contributing to system upgrades, hardware refreshes, and process improvements.
Opportunity Requirements
2-3 years’ experience in a corporate office business computing and networking environment
Experience with standard escalation procedures for a cross‑functional IT department
Experience with ticket lifecycle management and escalation procedures
Bachelor’s degree in information technology, Computer Science, or a related field or equivalent work experience
CompTIA A+, Network+, or similar (preferred)
ITIL Foundation (a plus)
Must have a valid CA driver’s license and an insured personal vehicle.
Knowledge Of The Following
Strong troubleshooting and diagnostic skills
Customer service orientation with a focus on user satisfaction
Experience supporting remote staff over multiple channels of communication
Strong familiarity with M365, VPN, SCCM, and endpoint protection technologies
Excellent verbal and written communication
Proven success in end‑user support, technical documentation, and service optimization
Ability to work cross‑functionally and drive strategic outcomes
Proven experience supporting C‑level executives with day‑to‑day technological needs.
What We Offer At Kilroy, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within the role. The hourly pay range for this role is between $30.29 and $36.12 and your base pay will depend on your skills, experience and training, knowledge, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. This role is eligible for an annual discretionary bonus as well.
Our comprehensive group health benefits program is built around your total health and provides employees and their families with care and coverage designed to help you thrive. Our health and wellness program offerings include medical, dental, vision, with FSA, HSA options, Group Life & Disability, LTD coverage and much more. Ancillary programs include a retirement savings plan with a competitive employer match, employee support programs like our parental leave coaching program, wellness, and commuter benefits, just to name a few. We invite you to visit our website at www.kilroyrealty.com to learn more.
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