IT Help Desk Support - Pacific - Information Technology - Analysts

MassGenics, Inc.; Charlotte (NC); Hybrid; USD 40,000 - 43,000; Full time

Job summary

Innova Solutions is hiring a IT Help Desk Analyst I to provide first- and second-line technical support. The role requires resolving hardware, software, and network issues across Windows and macOS, assisting with device setup and onboarding, and maintaining documentation in our ticketing systems.

This contract-to-permanent position offers a structured environment and growth potential. The ideal candidate has 1–3 years of experience in a technical support role, strong customer service, and

Qualifications

• High School Diploma or equivalent required.
• 1–3 years of technical support or help desk experience.
• Solid understanding of Windows 10/11 and macOS, Microsoft 365.
• Experience with Active Directory, Exchange, VPNs, remote access tools.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to multitask in a fast-paced environment.
• Strong customer service orientation and proactive problem solving.

Responsibilities

• Provide first- and second-level technical support to users via phone, email, chat, and in-person.
• Troubleshoot hardware, software, and networking issues on Windows and macOS systems.
• Configure and install workstations, laptops, printers, mobile devices, and other IT equipment.
• Manage user accounts and permissions in Active Directory, Microsoft 365, and other systems.
• Document incidents, requests, and solutions in the ticketing system (ServiceNow, Jira, Zendesk).
• Assist with onboarding and offboarding tasks, including device setup and decommissioning.
• Monitor system performance and escalate issues to senior IT staff or vendors.
• Maintain inventory of IT assets and track assignments; support video conferencing tools.

Skills

Desktop OS knowledge

Microsoft 365

Troubleshooting

Customer service

Communication

Multitasking

Education

High School Diploma or equivalent

Tools

Active Directory

Exchange

VPNs

TeamViewer

RDP

ServiceNow

Jira

Zendesk

Job description

IT Help Desk Analyst - Pacific - Information Technology

A client of Innova Solutions is immediately hiring for a IT Help Desk Analyst.

Position type: Full-time/ Contract

Duration: 6+ months

Location: 8730 Wilshire Blvd, Suite 200, Beverly Hills, CA 90211

Shift: 8a - 5p with a one-hour lunch

Job Description

As a IT Help Desk Analyst, you will:

We are looking for a dedicated Help Desk Analyst I to join our team. This is a Contract-to-permanent position designed for individuals with a passion for technology and a strong commitment to providing exceptional technical support. In this role, you will assist users with resolving common IT issues while contributing to a collaborative and dynamic work environment.

Key Responsibilities

• Provide first- and second-level technical support to users via phone, email, chat, and in-person
• Troubleshoot hardware, software, and networking issues on Windows and/or macOS systems
• Configure and install workstations, laptops, printers, mobile devices, and other IT equipment
• Manage user accounts and permissions in Active Directory, Microsoft 365, and other systems
• Document all incidents, requests, and solutions in the ticketing system (e.g., ServiceNow, Jira, Zendesk)
• Assist with onboarding and offboarding tasks, including setup and decommissioning of user devices
• Monitor system performance and elevate issues as needed to senior IT staff or vendors
• Maintain inventory of IT assets and track hardware/software assignments
• Support video conferencing tools (e.g., Zoom, Microsoft Teams, Google Meet) and AV equipment
• Contribute to knowledge base articles and technical documentation

The ideal candidate will have

Required Skills & Qualifications

• High School Diploma or relative experience in similar role
• 1–3 years of experience in a technical support or help desk role
• Solid understanding of desktop operating systems (Windows 10/11, macOS), Microsoft 365, and basic networking
• Experience with Active Directory, Exchange, VPNs, and remote access tools (e.g., TeamViewer, RDP)
• Excellent troubleshooting, analytical, and communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong customer service orientation and a proactive approach to solving problems

PAY RANGE AND BENEFITS

Pay Range *: $29 - $31 per hour

*Pay range offered to a successful candidate will be based on several factors, including the candidate's education, work experience, work location, specific job duties, certifications, etc.

Benefits

• Medical & pharmacy coverage
• Dental/vision insurance
• 401(k)
• Health saving account (HSA) and Flexible spending account (FSA)
• Life Insurance
• Pet Insurance
• Short term and Long term Disability
• Accident & Critical illness coverage
• Pre-paid legal & ID theft protection
• Sick time
• and other types of paid leaves (as required by law)
• Employee Assistance Program (EAP)

ABOUT INNOVA SOLUTIONS

Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

Recent Recognitions

• Named One of America’s Best Employers for New Grads by Forbes (2024
• Named One of the Best Companies to Work for by U.S. News & World Report (Private Companies List, 2024-2025)
• One of the Largest IT Staffing Firms in the US – Ranked #3 by Staffing Industry Analysts (SIA, 2024)
• One of the Largest Staffing Firms in the US – Ranked #13 by Staffing Industry Analysts (SIA, 2024; includes Innova Solutions, Volt, & HireGenics)
• Named One of the Top Ten Private Companies in Atlanta by the Atlanta Business Chronicle (2023)
• One of the Largest Certified Minority Business Enterprises (MBEs) in the United States (NMSDC, 2024)
• AWS Advanced Tier Services Partner with 100+ certifications

Website: https://www.innovasolutions.com/

Innova Solutions offers a referral bonus for qualified Ambassadors who refer eligible referrals. Submit referrals at https://innovasolutions.workllama.com/atsuser/anonreferafriend and earn $250-$1,000 per referral.

Equal Employment Opportunity Statement

Innova Solutions is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at [e-mail] or [phone]. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.

The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.

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