Help Desk/Desktop Support Analyst

About the role

We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical support in a fast-paced academic setting in Santa Monica, California. This is a Contract position requiring on-site assistance for faculty, staff, and students, with a strong emphasis on maintaining reliable day-to-day technology operations. The role focuses on resolving desktop and classroom technology issues, supporting both Mac and Windows environments, and helping ensure equipment and audio/visual systems are ready for instruction and events.

Responsibilities

• Deliver on-site technical assistance to faculty, staff, and students by diagnosing and resolving hardware, software, and connectivity issues across campus.
• Manage daily service requests through a ticketing platform such as Freshdesk, maintaining timely follow-up and clear resolution notes.
• Configure, deploy, and support desktop and laptop systems, with primary attention to Mac devices and additional support for Windows workstations.
• Set up, maintain, and troubleshoot classroom and office technology including printers, projectors, and other shared equipment.
• Administer Apple device management tools and assist with device provisioning, updates, and policy enforcement.
• Prepare and support Google Workspace-related technology and other institutional platforms used for day-to-day operations.
• Perform hands-on technical tasks such as equipment moves, workstation installations, basic cabling, and general campus IT support.
• Provide audio/visual support for campus events and assist with technology installations tied to new facility and learning space projects.

Requirements

• At least 5 years of desktop support experience in an end-user support environment.
• Prior experience supporting users in higher education or a similarly diverse, service-focused setting.
• Strong working knowledge of macOS and Windows 10, with the ability to troubleshoot both hardware and software issues effectively.
• Experience with ticket management systems such as Freshdesk, Zendesk, or comparable service desk tools.
• Familiarity with Apple device management platforms and related endpoint administration practices.
• Hands-on experience supporting printers, projectors, classroom technology, and audio/visual equipment.
• Clear English communication skills with a detail-oriented, patient approach to customer support.
• Ability to handle physical IT duties, including equipment setup, installation, and basic technical cabling.