Helpdesk Desktop Support Analyst

Jobtailor; Pasadena (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

Jobtailor in Pasadena, CA seeks an experienced desktop support specialist to help users across Windows 10/11, Office365, VOIP and device setup. You will assist onboarding for new staff and work with cross‑functional teams to ensure smooth IT operations.

The role emphasizes strong customer service, clear communication and the ability to troubleshoot issues for a diverse user base, with remote US teams and occasional travel.

Qualifications

• High school diploma required; bachelor’s degree preferred.
• 3–5+ years of experience in user-facing tier 1 desktop support.
• Passionate about working directly with users on a daily basis.
• Ability to work independently with a team spread across the United States.
• Experience supporting users with diverse technical skillsets.
• Ability to diagnose and resolve issues and communicate solutions clearly.
• Willingness to learn new tools and platforms as projects require.
• Growth mindset and teamwork, open to feedback for improvement.
• Experience in Financial Services a plus.

Responsibilities

• Resolve user support issues with internal and external resources.
• Assist users with Windows 10/11, Office365, VOIP, and computer setup.
• Onboard new employees across platforms.
• Monitor and manage IT assets through their life cycle.
• Collaborate with teams to optimize the Cerity Partners technology platform.
• Assist in special projects such as M&A integration, phone system conversion, and conference room setup.

Skills

Desktop support

Customer service

Windows 10/11

Office 365

VOIP

Team collaboration

Problem solving

Education

High school diploma

Bachelor's degree preferred

Tools

Fresh Service

Cerity platform

Microsoft Windows

Job description

Responsibilities

• Work with internal and external resources to resolve user support issues
• Assist users with Windows 10/11, Office365, VOIP, and computer setup and usage
• Onboard new employees across a variety of different platforms
• Monitor and manage colleague technical issues through Fresh Service ticket system
• Monitor and manage IT assets across the enterprise across each asset’s life cycle
• Work with teams to get the most out of the Cerity Partners technology platform
• Assist in a variety of special projects such as M&A integration, phone system conversion, conference room setup, and more

Requirements

• High school diploma is required, bachelor’s degree preferred
• 3-5+ years of experience in user‑facing tier 1 desktop support
• Passionate about working directly with users on a daily basis
• Ability to work independently with a team spread across the United States
• Experience working with users of a diverse technical skillset
• Ability to take action on support requests in a professional manner to address issues, using problem solving skills to determine short‑term and/or long‑term resolution and effectively communicate resolution tailored to the audience
• Ability to continuously grow and learn new tools/platforms as projects require
• Team player who leaves their ego at the door and has a growth mindset, welcoming feedback with the goal of continuous improvement
• Passion and experience in the Financial Services industry a plus
• Comfortable with occasional travel