Help Desk Analyst II - IT Support & Troubleshooting

LERETA, LLC; Pomona (CA); On-site; USD 29,000 - 34,000; Full time

Job summary

LERETA, LLC in Pomona, CA is seeking a Help Desk Analyst II to provide first and second-level support for computer hardware and software. You will log and resolve tickets, respond to user inquiries, and escalate when necessary, ensuring timely resolution and tracking of issues.

The role involves supporting Windows environments, Microsoft Office applications, Active Directory, and basic system administration while promoting information security and user training.

Qualifications

• 2+ years of experience in Help Desk and/or technical phone support.
• Basic knowledge of PC hardware and software, various Windows OS, and Microsoft desktop suite.
• 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.

Responsibilities

• Receives and logs calls/emails reporting hardware, software, network, or other computer-related issues.
• Responds to issues, assists with resolution, tracks to completion, and escalates when necessary.
• Collects statistics/specifications from users/vendors to aid troubleshooting.
• Monitors systems and provides updates to relevant groups.
• Performs basic system administration per security procedures.
• Contacts vendors for support under maintenance agreements.
• Prepares reports on Help Desk activity for management review.
• Assists with testing and training on new software/hardware.
• Stays aware of new technology to resolve issues.
• Install new systems, peripherals, hardware, and software as needed.
• Promotes information security and safe computing.

Skills

Help desk experience

Windows OS knowledge

Microsoft Office proficiency

Active Directory

Communication skills

Education

High School Diploma

Tools

Microsoft Office Suite

Virtual environments

Job description

LERETA, LLC in Pomona, CA is seeking a Help Desk Analyst II to provide first and second-level support for computer hardware and software. You will log and resolve tickets, respond to user inquiries, and escalate when necessary, ensuring timely resolution and tracking of issues.

The role involves supporting Windows environments, Microsoft Office applications, Active Directory, and basic system administration while promoting information security and user training.