IT Desktop Support Analyst

About the role

We are looking for a Help Desk/Desktop Support Analyst to join a medical devices organization in Valencia, California. This Long-term Contract position focuses on delivering dependable desktop and end-user support across office and production environments, ensuring employees have the hardware, software, and account access needed to work effectively. The ideal candidate brings strong troubleshooting skills, a service-oriented mindset, and hands-on experience supporting Windows-based systems and common enterprise tools.

Responsibilities

• Resolve issues involving laptops, desktops, and other end-user hardware, including diagnosis, repair coordination, and replacement support.
• Deliver frontline technical assistance and intermediate application support for users working in a Microsoft Windows environment.
• Troubleshoot Windows 11, Microsoft Office applications, Outlook, authentication methods, and mobile devices to minimize user downtime.
• Set up accounts and equipment for new hires, process access changes, and complete deactivation tasks for departing employees through Active Directory administration.
• Deploy and support approved software packages using Software Center while assisting users with installation-related issues.
• Provide technical support for employees on the production floor after completing the required training for that environment.
• Record, update, and close support requests accurately in ServiceNow to maintain clear incident documentation and service visibility.
• Assist with device management and connectivity issues involving Microsoft Intune and other company-supported access tools.
• Manage a steady daily ticket volume while maintaining quality service and timely follow-up with end users.

Requirements

• Experience supporting end users in a help desk or desktop support capacity within a Windows-based environment.
• Working knowledge of Active Directory for account provisioning, access updates, and user offboarding tasks.
• Hands-on ability to troubleshoot Microsoft Windows, Microsoft Office applications, and Outlook.
• Familiarity with service desk ticketing systems such as ServiceNow for incident tracking and resolution management.
• Basic troubleshooting skills covering hardware, software, login, and connectivity issues.
• Experience assisting with software deployment tools and general desktop application support.
• Ability to support mobile devices and modern desktop environments with a strong customer service approach.