Help Desk Analyst

About the role

We are seeking a customer-focused Help Desk Analyst to support employees in a fast-paced corporate environment. This role combines hands-on, in-person technical support with remote ticket resolution and is ideal for someone who brings both strong troubleshooting skills and a polished, service-oriented approach. The Help Desk Analyst will support Windows and Mac users, assist with connectivity and access issues, document incidents thoroughly, and provide high-touch support to employees and executive-level users.

Position Details

Location: Los Angeles, CA 90025
Schedule: Hybrid — onsite approximately 3 days per week and remote 2 days per week
Onsite Requirement: Flexibility to work onsite on Mondays when needed to support new-hire onboarding
Duration: Initial 6-month contract with potential for extension and conversion to FTE
Employment Type: W2 contract (cannot do C2C/1099 or visa sponsorship)
Start: As soon as possible

Responsibilities

• Provide hands-on and remote technical support for Windows and Mac users.
• Troubleshoot hardware, software, internet connectivity, access, and general end-user issues.
• Receive, categorize, prioritize, and resolve incoming support tickets.
• Use Jira/Atlassian and ServiceNow to document incidents, troubleshooting steps, and resolutions.
• Provide professional, responsive, and high-touch support to employees and executive-level users.
• Assist with new-hire setup, onboarding, access, and equipment-related issues.
• Escalate complex technical issues to the appropriate internal teams.
• Collaborate with other IT support professionals to improve service quality and resolution times.
• Maintain accurate and detailed documentation for all user requests and actions taken.
• Stay current on system changes, updates, and support procedures.

Required Qualifications

• Previous help desk, service desk, desktop support, or technical support experience.
• Experience troubleshooting both Windows and Mac environments.
• Strong customer service and interpersonal skills.
• Experience working with Jira or another Atlassian ticketing platform.
• Familiarity with ServiceNow or a comparable IT service management system.
• Strong written communication and ticket-documentation skills.
• Ability to work independently, prioritize multiple requests, and manage time effectively.
• Strong problem-solving skills and attention to detail.
• Ability to work onsite in Los Angeles approximately three days per week.

Preferred Qualifications

• Experience supporting executives or other high-profile users.
• Background providing high-touch or "white glove" technical support.
• Experience in a fast-paced retail, hospitality, or customer-facing technology environment.
• Experience supporting new-hire onboarding and workstation setup.
• CompTIA A+, Microsoft, Apple, or other relevant technical certifications.

The ideal candidate will approach each interaction with patience, professionalism, and a commitment to delivering an exceptional employee experience.