Desktop Analyst 1

Ameri-Force, Inc; San Diego (CA); Hybrid; USD 63,326,000 - 85,676,000; Full time

Benefits offered by this job

Industry leading pay

Medical coverage

Dental coverage

Vision coverage

Short term disability

Term life benefits

Referral bonuses

Job summary

Ameri-Force, Inc. is seeking a Technical Support Analyst to provide tier one and two IT help desk support across the organization. You will handle end-user requests, document incidents, assist with deployments, and contribute to process improvements in a fast-paced environment.

The role emphasizes customer service, strong communication, and the ability to learn technical material quickly. On-site and remote support options are available.

Qualifications

• Associate degree in IT or related field preferred or equivalent experience/education.
• ITIL certification is highly desirable.
• A minimum of 1 year of relevant experience is required.
• Ability to work effectively in a highly collaborative environment.
• Positive attitude toward customer service and proactive mindset.
• Strong verbal and written communication; self-motivated.

Responsibilities

• Provides tier one and tier two support to end-users with incidents and requests.
• Delivers in-person and remote assistance for PCs, mobile devices, apps, authentication, and connectivity.
• Processes software installation and permission changes; documents tickets.
• Escalates complex issues to appropriate support tier as needed.
• Deploys and retrieves IT assets with proper tracking and documentation.
• Maintains IT asset inventory and assists in license audits.
• Participates in system checks, deployments, and monitoring of IT infrastructure.
• Interfaces with vendors/contractors for equipment service or repair.
• Contributes to creation and maintenance of work instructions and procedures.
• Supports continuous improvement initiatives and special projects.
• Provides training or guidance to end-users and team members.

Skills

Customer service

Troubleshooting

Ticketing systems

Communication

Analytical thinking

Self-motivated

Team collaboration

Education

Associate degree in Information Technology

Equivalent experience

Tools

ITIL

Job description

SUMMARYAs a member of the IT Help Desk team, the Technical Support Analyst provides outstanding customer service and technical assistance to end-users across all levels of technical proficiency.ESSENTIAL FUNCTIONS AND DUTIESProvides tier one and tier two support to end-users reporting technical problems related to personal computers, mobile devices, business applications, authentication, and connectivityProvides both in-person and remote assistance to end-usersProcesses requests for software installation and permission changeReceives and records incoming user calls and electronic ticketsWatches ticketing queue and works tickets in accordance with priority, ensuring timely resolution of issues and requestsDocuments incident and request tickets as directed by managementEscalates or coordinates resolution of complex incidents to the appropriate support tier or specialist when resolution cannot be secured by the Help Desk teamDeploys and retrieves IT assets to and from end-users, ensuring proper tracking and documentationMaintains inventory of IT assets, including tracking license utilization and assisting in asset auditsParticipates in the testing and deployment of major systems or infrastructure changesParticipates in the daily systems check process and the monitoring of the IT infrastructureReports system and network outages following established processInterfaces with appropriate vendors and contractors to service or repair equipment as neededParticipates in the creation and maintenance of work instructions and proceduresParticipates in the continuous improvement of our systems, services and processesParticipates in special projects as directed by managementProvides training or guidance to end-users and team members as required.Additional responsibilities and duties as assignedSKILLS AND QUALIFICATIONSAn associate’s degree in information technology (IT) or a related field preferred or equivalent experience/educationITIL certification is highly desirableA minimum of 1 year of relevant experience is requiredAbility to work effectively in a highly collaborative environment is requiredPositive attitude toward customer service is requiredAbility to thrive in a fast-paced work environment is requiredDemonstrates strong analytical and organizational skills, with excellent verbal and written communication skillsMust be self-motivated and take a proactive approach to responsibilitiesMust be able to assimilate technical material independentlyPHYSICAL DEMANDSSpecific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. The employee is regularly required to sit, use hands to fingers, handle or feel objects, or controls, and to talk and hear. Must be physically able to walk to all yard locations. Must be able to lift weights up to 50 pounds. The noise level in the work environment is usually moderate.Ameri-Force BenefitsAs part of the Ameri-Force team, a recognized ESOP company, you have a personal stake in the collective success of the organization, fostering a collaborative and rewarding work environment. Our competitive benefits package includes:· Industry Leading Pay· Medical Coverage· Dental Coverage· Vision Coverage· Short Term Disability Benefits· Term Life Benefits· Referral Bonuses*Referral Bonuses are available for specific jobs onlyAbout Ameri-ForceSince 1991, Ameri-Force has been a leader in skilled trades staffing, offering a people-focused approach that provides competitive advantages for our clients and rewarding career opportunities for our contract employees. Leveraging our deep expertise in maritime, manufacturing, aerospace, industrial, and energy sectors, we ensure a seamless experience by efficiently managing federal and state taxes, unemployment, and worker’s compensation. In addition, we offer a comprehensive benefits package, including medical, dental, vision, short-term disability, and life insurance, tailored to meet the needs of our workforce. Join Ameri-Force and be part of a company that values your success.Learn more at ameriforce.com* Note: The specific duties, skills and qualifications may vary depending on the company’s requirements and the nature of the tasks performed at the site. Employees must be willing to make reasonable adjustments to their tasks depending on the requirements of the client. We are an equal opportunity employer. We do not discriminate based on race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sex, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic as established by law.$26hr