Help Desk Analyst II

trueanomalyinc; Long Beach (CA); Presencial; USD 56.000 - 78.000; Tempo integral

Benefícios oferecidos por esta vaga

Best-in-class healthcare + dependents

Flexible Time Off + holidays

Lunch and snacks provided

401(k) + fitness reimbursement

Equity participation

Resumo da vaga

True Anomaly Inc. is seeking a Help Desk Analyst II to deliver dependable, independent support for users building space superiority. You will handle tickets end-to-end, collaborating across endpoints, identity, network, and applications while contributing to onboarding and device readiness for new hires.

You will troubleshoot and resolve common and advanced issues on Windows and macOS, document solutions, and help scale IT operations to support a growing team in a demanding environment. A U.S.

Qualificações

• 4+ years in help desk, desktop support, or sysadmin in fast-paced environments.
• Experience resolving endpoint, access, application, and connectivity issues.
• Structured diagnostic reasoning to identify root causes and provide compliant solutions.
• Experience with a T1-T2 ticket queue: triage, resolution, escalation.
• Proficient with Windows and macOS endpoints.
• Experience with basic networking and core productivity tools.
• Willingness to obtain U.S. security clearance.

Responsabilidades

• Provide Tier 1 and Tier 2 help desk support for hardware, software, accounts, and networking.
• Own tickets from intake to resolution, including communication and escalation.
• Troubleshoot Windows/macOS, driver, VPN, Wi‑Fi, DNS, DHCP, and device connectivity issues.
• Configure and deploy Windows/macOS devices per procedures and security requirements.
• Assist with employee onboarding and ensure onboarding messaging is clear and consistent.
• Document solutions, improve knowledge bases, and create runbooks.
• Escalate complex issues with full symptom and diagnostic information.

Conhecimentos

Tier 1/2 help desk

Windows & macOS support

End-user support

Endpoint & network troubleshooting

Account access & security

Ticket triage & escalation

Onboarding support

Descrição da vaga

OUR MISSION

True Anomaly delivers decisive capabilities for space superiority. We build autonomous spacecraft, advanced payloads, mission software, and space-based interceptors - enabling the U.S. and its Allies to secure the space environment and counter threats from the ultimate high ground.

OUR VALUES

Be the offset. We create asymmetric advantages with creativity and ingenuity.

What would it take? We challenge assumptions to deliver ambitious results.

It's the people. Our team is our competitive advantage and we are better together.

BENEFITS & PERKS

• Best-in-class healthcare: 100% company-paid medical, dental, and vision coverage for you and your dependents, with HSA/HRA options
• Generous time off: Flexible Time Off (FTO) for exempt employees, accrued PTO of up to 25 days for non-exempt employees, plus 12 paid holidays; Parental Leave; Sick Leave
• Fuel for your day: Daily catered lunch and unlimited snacks for in-office employees
• And more: 401(k) retirement plan, fitness reimbursement, and Dog Fridays
• Equity participation: Equity is included as part of our total compensation package, giving you an opportunity to share in the company's success.

*Do not apply to fixed term and temporary roles

YOUR MISSION

We are looking for a Help Desk Analyst II to provide dependable, independent support for the people who build space superiority. You resolve common issues without waiting for step-by-step direction, and you take on more complex problems across endpoints, identity, network connectivity, applications, and the systems that support the business. You own assigned tickets through resolution, communicate clearly with employees, and escalated issues with enough diagnostic detail that the next person can act immediately. You play an important role in employee onboarding and device readiness, from configuring and staging equipment to troubleshooting access, application, and endpoint issues that arise before or during a new hire's first day. This is hands-on systems administration in the workplace technology environment: you work across accounts, access, endpoints, networking, and departmental tools. You document solutions, improve the knowledge base, and turn recurring issues into better processes. You must be able and willing to submit for a U.S. security clearance.

RESPONSIBILITIES

• Provide Tier 1 and Tier 2 help desk support for hardware, software, accounts, access, endpoints, network connectivity, and business applications
• Own assigned tickets from intake through resolution, including troubleshooting, employee communication, follow-up, and escalation when needed.
• Independently troubleshoot common Windows, macOS, driver, profile, configuration, VPN, Wi-Fi, DNS, DHCP and device connectivity issues
• Configure, image, stage, deploy and support Windows and macOS devices in accordance with documented procedures and security requirements
• Support employee onboarding by resolving device, account, access and application issues before and during the new hire's first day
• Learn and confidently deliver the company's onboarding messaging, assisting with onboarding presentations and ensuring new hires receive a clear, consistent introduction to IT
• Escalate complex or cross-functional issues with complete documentation of symptoms, impact troubleshooting performed, and relevant diagnostic information
• Create and improve knowledge base articles, runbooks and repeatable troubleshooting procedures
• Identify recurring issues and recommend practical improvements to reduce repeat tickets

QUALIFICATIONS

• 4+ years of experience in help desk, desktop support, or systems administration in a fast-paced environment
• Experience independently resolving endpoint, access, application, and connectivity issues
• Demonstrated ability to troubleshoot issues methodically, using structured diagnostic reasoning to identify root causes and implement effective, compliant solutions
• Experience working a T1-T2 ticket queue, including triage, resolution, and escalation
• Demonstrated ability to support both Windows and macOS endpoints
• Experience with general systems administration, including accounts, access, basic networking and core productivity tools
• Track record of delivering timely, high-quality support to non-technical users
• Ability and willingness to submit for a U.S. security clearance

PREFERRED SKILLS AND EXPERIENCE

• Consistent experience supporting employees in high growth environments
• Previous experience helping scale IT operations as an organization grows from hundreds to thousands
• Familiarity with identity platforms and devices such as Entra ID, Okta, Intune & Yubikeys
• Familiarity with basic networking troubleshooting, including Wi-Fi, VPN, and DNS
• Experience supporting departmental applications, permissions, configurations or employee/team workflows
• Experience providing executive support
• Ex