Help Desk Analyst

Wollborg Michelson Recruiting; Rancho Cordova (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Wollborg Michelson Recruiting seeks a Service Desk Support Analyst to deliver remote technical support for users experiencing computer, network, and software issues. You will assist via phone and chat, document and resolve tickets, and contribute to knowledge base updates.

The role requires 1–2 years of service desk experience, familiarity with AD, Exchange, Azure, and ServiceNow, plus Windows 11 proficiency and excellent communication skills.

Qualifications

• Associate degree or equivalent experience required.
• 1–2 years of service desk experience in a high-volume environment preferred.
• Knowledge of Active Directory, Microsoft Exchange Admin Center, Azure, and ServiceNow.
• Basic knowledge of Microsoft Office 365 applications and troubleshooting techniques.
• Experience supporting Windows 11 environments.
• Strong customer service and communication skills.

Responsibilities

• Provide remote technical support, diagnostics, and troubleshooting for computers, network services, and related peripherals.
• Assist users through telephone and chat support channels.
• Provide end-user support and training for software applications and internally developed tools.
• Manage and update service tickets with status and resolutions.
• Prepare metric reports and provide status updates to management.
• Develop and audit standard operating procedures and customer service guidelines.
• Support knowledge article creation and maintenance.
• Serve as a subject matter expert for critical business functions and services.
• Contribute to service quality, productivity, and customer satisfaction goals.
• Provide guidance related to security, governance, and risk management functions.

Skills

Customer service

Remote user support

Technical diagnosis

Ticket management

Mac OS support

Education

Associate degree or equivalent experience

Tools

Active Directory

Microsoft Exchange Admin Center

Azure

ServiceNow

Office 365

Job description

Service Desk Support Analyst Job Summary

Provides remote technical support for users experiencing computer, network, software, and peripheral issues. Delivers customer-focused assistance through telephone and chat while maintaining service quality, accurate documentation, and timely issue resolution. Works independently with minimal supervision and follows established knowledgebase procedures.

Responsibilities

• Provide remote technical support, diagnostics, and troubleshooting for computers, network services, and related peripherals.
• Assist users through telephone and chat support channels.
• Provide end-user support and training for software applications and internally developed tools.
• Manage and update service tickets, including case status and resolution details.
• Prepare metric reports and provide status updates to management.
• Develop, document, implement, and audit standard operating procedures and customer service guidelines.
• Support knowledge article creation and maintenance.
• Serve as a subject matter expert for critical business functions and services.
• Contribute to service quality, productivity, and customer satisfaction goals.
• Provide guidance and support related to security, governance, and risk management functions.
• Perform other duties as assigned.

Requirements

• Associate degree or equivalent experience preferred.
• One to two years of service desk experience, preferably in a high-volume call center environment.
• Knowledge of Active Directory, Microsoft Exchange Admin Center, Azure, and ServiceNow.
• Basic knowledge of Microsoft Office 365 applications and troubleshooting techniques.
• Experience supporting Windows 11 environments.
• Strong customer service and communication skills.

Skill

• Customer service
• Active Directory and Microsoft Exchange
• Windows 11 support
• Microsoft Office 365 troubleshooting
• Service desk ticket management
• Technical diagnosis and problem resolution
• Remote user support through telephone and chat
• Mac OS support preferred

Summary Qualification

• Ability to troubleshoot technical issues in an advanced network environment.
• Ability to support local and remote users with professionalism and accountability.
• Ability to manage varied and moderately complex tasks.
• Ability to follow documented procedures and implement established solutions.
• Ability to create clear documentation, reports, and knowledge articles.
• Ability to meet quality, productivity, timeliness, and customer satisfaction standards.

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based on one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.