Help Desk Analyst II

Lereta Llc; Pomona (CA); On-site; USD 28,000 - 35,000; Full time

Job summary

Lereta Llc in Pomona, CA is seeking a Help Desk Analyst II to provide first and second-level support for hardware and software. Responsibilities include logging and resolving tickets, monitoring systems, and escalating issues as needed.

The role requires 2+ years of Help Desk experience, knowledge of Windows OS and MS Office, and proficiency in Active Directory. Strong typing skills and a High School Diploma are required.

Qualifications

• 2+ years’ experience in Help Desk or technical phone support.
• Solid knowledge of PC hardware/software and Windows OS.
• Proficiency with MS Office (Outlook, PowerPoint, Excel, Access, Word).
• Proficient in Active Directory.
• Knowledge of virtual environments.
• High School Diploma or equivalent.
• Typing 35+ wpm.

Responsibilities

• Receives and logs calls and emails about hardware, software, or network issues.
• Responds to user questions, guides issue resolution, and escalates when needed.
• Collects statistics and reports for WAN/LAN troubleshooting.
• Monitors systems and provides updates to teams when issues arise.
• Performs basic system administration per security procedures.
• Coordinates with vendors for maintenance and issue resolution.
• Prepares reports on Help Desk activity to identify trends.
• Assists testing and training for new software/hardware.
• Maintains awareness of new technology to improve support.

Skills

PC hardware

Windows OS

MS Office

Active Directory

Virtual environments

Typing speed

High School Diploma

Education

High School Diploma or equivalent

Tools

Microsoft Office suite

Job description

901 Corporate Center Dr
Pomona, CA 91768, USA

Description

The Help Desk Analyst II provides first and second-level support for computer hardware and software. The role is responsible for creating and completing Help Desk tickets and managing priorities.

Help Desk

• Receives and logs telephone calls and emails from computer users who are reporting issues with hardware, software, network activity or other computer-related issues.
• Responds to customer issues/questions, assists with resolving issues, tracks issues to completion to ensure satisfactory resolution and ensures escalation when necessary.
• Collects and compiles statistics and specifications from users and vendors as requested by WAN and LAN administrators to facilitate troubleshooting.
• Monitors systems and provides updates to appropriate groups if there are issues.
• Performs basic system administrative functions as assigned, in accordance with company security procedures.
• Contacts vendors for support under special maintenance agreements and to resolve various issues.
• Prepares reports related to Help Desk activity for management’s review to assist in identifying training issues, staffing issues, to identify trends indicative of potential issues and to ensure that procedures governing Help Desk activity are current and effective.
• Assists with testing and training on new software and hardware that will be supported by the Help Desk
• Remains aware and familiar of new technology to effectively evaluate and resolve user issues.
• Install new systems, peripherals, hardware, and software as needed.
• Adheres to corporate information security guidelines.
• Promotes information security and the protection of automated corporate assets among co-workers by encouraging safe computing and adherence to company information security guidelines.

This position will perform other duties as assigned based on the needs of the department.

Required Education and Experience

• Must have 2-years’ experience with Help Desk and/or technical phone support experience.
• Must have basic knowledge of PC hardware and software, various Windows operating systems, Microsoft desktop publishing and customized packages.
• Proficiency in Microsoft® Office Outlook, PowerPoint, Excel, Access, and Word
• Proficient in Active Directory
• Knowledge of virtual environments
• High School Diploma or equivalent
• Ability to type 35+ wpm.

Salary range: $20.61 - $25.76

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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