Helpdesk/ Desktop Analyst

Odyssey Information Services

Anaheim (CA)

On-site

USD 60,000 - 80,000

Full time

14 days+

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Job summary

A leading IT services firm is seeking a Help Desk Analyst in Anaheim, CA. The ideal candidate will have over 5 years of experience in support roles and possess strong technical knowledge for troubleshooting end-user IT issues. Responsibilities include providing responsive support, documenting processes, and maintaining service desk records. This position is a contract employment type aimed at ensuring software and hardware stability across the organization, emphasizing customer service excellence.

Qualifications

5+ years of experience in a help desk or desktop support role.
Strong knowledge of desktop support, troubleshooting, and performance analysis.
Experience with O365, Azure AD, Firewall technologies, and Windows Server.

Responsibilities

Provide responsive support for all organizational operating systems.
Respond to incoming help desk requests from end users.
Use diagnostic tools and resources to assist with troubleshooting.

Skills

Desktop support

Troubleshooting

Communication skills

Performance analysis

Education

Associate degree in computer science or related field

Tools

O365

Azure AD

Firewall technologies

Windows Server

Job description

Direct message the job poster from Odyssey Information Services

The Help Desk Analyst is responsible for providing high-quality support for all end-user IT issues. This role works directly with users to troubleshoot system problems, support network operations, and ensure software and hardware remain updated and secure. Success in this position requires broad technical knowledge, strong problem-solving abilities, and a commitment to delivering excellent customer service.

Objectives of the Role

Provide responsive support for all organizational operating systems
Troubleshoot computer hardware and software issues
Document processes and maintain accurate service desk records
Prepare, deploy, and monitor system patches and software updates

Key Responsibilities

Respond to incoming help desk requests from end users
Prioritize tickets, schedule resolutions, and escrow issues when necessary
Use diagnostic tools and resources to assist with troubleshooting
Access software updates, drivers, and knowledge base resources to support issue resolution
Learn and support all hardware and software used within the organization
Perform hands‑on desktop fixes, including software installation, upgrades, hardware setup, backups, and configuration
Conduct preventive maintenance on workstations, printers, and peripherals
Test fixes to confirm successful resolution and perform follow-up communication
Create and maintain user accounts, settings, and permissions
Develop technical documentation for internal knowledge bases and end-user instructions
Recommend process improvements to increase IT service value
Participate in organization‑wide and facility‑specific IT projects

Requirements

Required Skills & Qualifications

5+ years of experience in a help desk or desktop support role
Strong knowledge of desktop support, troubleshooting, and performance analysis
Expertise with computers, laptops, printers, copiers, and related devices
Strong communication skills for training and supporting end users
Experience with O365, Azure AD, Firewall technologies, and Windows Server
Associate degree in computer science or a related field (or equivalent experience)

Preferred Skills & Qualifications

Experience with VPN clients, MFA technologies, and IT ticketing systems
Experience with Windows Active Directory, O365, and Azure
Familiarity with switches, firewalls, and other infrastructure equipment
Experience with VOIP phone systems, video surveillance, and door security systems
Professional certifications are a plus
Familiarity with CMMC and NIST security standards is a plus

Seniority level