Desktop Support Analyst (2596)

Lifelong Medical Care; Berkeley (CA); On-site; USD 33,062 - 38,572; Full time

Job summary

Lifelong Medical Care is seeking a Full-Time Desktop Support Analyst at LifeLong Herrick in Berkeley, CA. This role requires a minimum of 3 years in desktop support and involves providing customer service, managing technical support tickets, and troubleshooting network issues.

The ideal candidate will demonstrate strong problem-solving skills and exceptional customer service both via phone and email. A 2 Year Degree is preferred, and the role includes participation in special projects and after-hours support.

Qualifications

• 3+ years of relevant desktop support experience or equivalent combination of education and work experience.
• Strong problem-solving and troubleshooting skills.
• Excellent customer service skills, including professional phone and email interactions.

Responsibilities

• Provides excellent customer service at all times.
• Provides remote and on-site technical support.
• Creates and manages incident/request tickets.

Skills

Desktop support experience

Problem-solving skills

Customer service skills

Windows installations/upgrades

Network administration fundamentals

Education

2 Year Degree or equivalent experience

Job description

Job Details: Location: LifeLong Herrick - Berkeley, CA 94704. Position Type: Full Time. Education Level: 2 Year Degree. Salary Range: $24.00 - $28.00 per hour. Shift: Day.

SUMMARY

Responsibilities include but are not limited to providing Desktop, Software and Network Support services remotely and on‑site. The role requires strong technical skills with an emphasis on delivering superior customer service within our SLAs. In addition, the analyst will participate in projects such as PC refresh and other projects based on business needs. This position reports to the Help Desk Manager.

JOB DUTIES

• Provides excellent customer service at all times to internal customers in a business, medical and dental environment
• Provides remote and on‑site technical support
• Creates incident/request tickets, prioritizes, updates and closes tickets per SLAs
• Sets up and configures new computers, installs software, updates and upgrades
• Sets up and configures mobile devices
• Troubleshoots network issues
• Sets up and troubleshoots printer, copier, scanner and fax issues
• Able to resolve technical issues independently and work with minimal supervision
• Interfaces with multiple departments to solve problems and improve process quality
• Follows internal documentation and updates documentation as necessary
• Updates software inventory as needed
• Participates in a rotational after‑hours on‑call support
• Will be required to travel to different locations to support end‑users if issue(s) cannot be resolved remotely
• Works with other IT departments and third‑party vendors to resolve technical issues, and may serve as the primary liaison between internal IT teams and vendors
• Participates in special projects as assigned

QUALIFICATIONS

• 3+ years of relevant desktop support experience or equivalent combination of education and work experience
• Strong problem‑solving and troubleshooting skills, excellent customer service skills, including professional phone and email interactions
• Able to work under pressure in a positive, friendly and professional manner
• Very good understanding of desktop and network administration fundamentals, Windows installations/upgrades, and analytical problem‑solving skills
• Vehicle transportation and ability to lift 25 lbs. is required