Desktop Support Analyst (Remote Position) - Westlake Village, CA

Responsibilities

• Deliver front-line technical support for desktops, laptops, mobile devices, and common workplace peripherals, resolving issues efficiently in person and through remote channels.
• Configure, deploy, and maintain Windows and Mac computers along with iOS and Android devices to meet user and business needs.
• Troubleshoot problems involving printers, docking stations, monitors, keyboards, mice, webcams, Bluetooth accessories, and related end-user equipment.
• Support employees with Microsoft 365 applications and services, including Outlook, Teams, Word, Excel, PowerPoint, SharePoint Online, and other collaboration tools.
• Use administrative tools within the Microsoft 365 environment, such as Entra, Intune, and Defender, to assist with account support, device management, and security-related tasks.
• Manage incidents and service requests through the IT ticketing system, ensuring proper documentation, timely follow-up, and escalation when needed.
• Handle user access requests, approvals, and permission updates in alignment with established support procedures and internal controls.
• Contribute to secure support practices by following principles related to least-privilege access, segregation of duties, and general cybersecurity awareness.

Requirements

• 1-3 years of hands-on experience in technical support, preferably in a regulated or biotech-related environment.
• Working knowledge of Windows and macOS systems, along with experience supporting iPhone, iPad, and Android mobile devices.
• Proficiency with Microsoft 365 tools and services, including Office applications, Teams, Outlook, SharePoint Online, Copilot, and the Microsoft 365 admin ecosystem.
• Ability to diagnose and resolve remote support issues affecting laptops, mobile devices, and common office hardware peripherals.
• Familiarity with service desk workflows, including ticket management, escalation practices, approvals, and access administration.
• Basic understanding of cybersecurity best practices, including least-privilege concepts and separation of duties.
• Strong communication skills and a customer-focused approach to supporting end users.
• Experience with laptop hardware repair is a plus, but not required.