Helpdesk support analyst

Location: Sacramento, CA

Pay

$26.50 per hour

Schedule

100% onsite to start. After 3–6 months of demonstrated independent performance, a hybrid schedule becomes available.

Positions require availability for varied shifts in a 7×24 operations center, including after-hours support.

About the role

Provides Tier 1 remote and onsite technical support for desktop, mobile, and peripheral devices in an enterprise network environment. New hires train in-person at the Technology Service Center (TSC) for mentorship and assessment before transitioning to hybrid work.

Responsibilities

• Deliver Tier 1 desktop support for Microsoft operating systems, Office Suite, and enterprise computing.
• Troubleshoot desktop, mobile, network, and peripheral issues; escalate complex problems to appropriate resources.
• Diagnose and resolve application, hardware, and software issues requiring in-depth analysis.
• Notify responsible support personnel during system-wide events (outages, rollouts, server failures, application failures).
• Provide after-hours support and contact on-call staff for urgent client application issues.
• Maintain active two-way communication and knowledge transfer within the team.
• Foster teamwork across the TSC, colleagues, partners, and stakeholders.
• Create, assign, and prioritize incident tickets and work orders based on impact and complexity.
• Drive continuous improvement for all service-desk roles, functions, and activities.
• Ensure processes and work conform to policies, standards, and guidelines.
• Correlate customer issues with alarms/alerts to eliminate duplicate events.
• Monitor network devices, interfaces, and applications for alarms/alerts from incidents or unauthorized changes.
• Manage alarms and alerts using predefined business rules.

Requirements

• High school diploma or equivalent.
• 1 year of IT service/help desk operations experience.
• Strong client-customer service skills.
• Ability to learn quickly and transfer knowledge to team members.
• Analytical and problem-solving skills.
• Organizational and communication skills (verbal and written).
• Proficiency in Microsoft Excel and Word.
• Ability to work independently or as part of a team.
• Basic knowledge of at least one of the following: IT product lines, operational processes, utility domains (e.g., Gas, Electric, Telecom Network), TCP/IP.
• Adherence to work instructions, run-books, and playbooks.
• Heavy keyboard use; strict adherence to office ergonomics.
• Availability for local travel for training and varied shift schedules.

Qualifications

• Preferred: Two- to four-year college degree, IT accreditation, or equivalent work experience.
• Preferred: IT certifications (e.g., CompTIA A+, assorted software training certifications).
• Preferred: Qualitative and quantitative analytic skills, advanced communication skills, and passion for safety.