Job Description
Job DescriptionWe are looking for a Help Desk/Desktop Support Analyst to provide day-to-day technical support for end users in Palo Alto, California. This Long-term Contract position is ideal for someone who enjoys resolving hardware, software, and access-related issues while delivering responsive service. The role focuses on maintaining a reliable desktop environment, assisting with Windows-based systems, and ensuring support requests are handled efficiently and professionally.
Responsibilities:
• Provide first-line technical assistance for desktop, laptop, and basic peripheral issues affecting end users.
• Diagnose and resolve problems related to Microsoft Windows environments, including Windows 10 system performance and usability concerns.
• Manage user account support tasks such as password resets, access updates, and directory-related requests within Active Directory.
• Respond to service desk tickets in a timely manner, document troubleshooting steps, and communicate resolution status clearly to users.
• Escalate more complex incidents when needed while maintaining ownership of issues through completion.
• Assist with workstation setup, software installation, and general configuration to support daily business operations.
• Perform routine troubleshooting to identify root causes and restore service with minimal disruption to users.
• Hands-on experience supporting desktop users in a help desk or desktop support capacity.
• Working knowledge of Active Directory for common user account and access administration tasks.
• Proficiency with both Mac and Windows OS
• Ability to perform basic troubleshooting across hardware, software, and end-user access issues.
• Experience working with service desk ticketing systems to track, update, and resolve support requests.
• Experience with Google Workspace, Okta, Slack, Jamf and MS365