IT Service Desk Analyst

Pivot Point Solutions; Sacramento (CA); On-site; USD 33,000 - 36,000; Full time

Job summary

Pivot Point Solutions is seeking an IT Service Desk Analyst to provide frontline support for employees in a large enterprise IT environment in Sacramento. You will troubleshoot desktops and mobile devices, support Microsoft applications, manage incident tickets, and monitor enterprise systems for alerts and service disruptions.

The ideal candidate has hands‑on help desk experience, understands basic IT troubleshooting, and is comfortable supporting users over the phone and through web‑based

Qualifications

• High school diploma or equivalent.
• Hands-on experience in IT help desk, service desk or technical support operations.
• Experience troubleshooting Windows OS, Microsoft Office and common desktop/laptop issues.
• Experience providing technical support via phone, remote support or web-based channels.
• Experience creating, documenting, prioritizing or escalating IT incidents and service requests.

Responsibilities

• Provide Tier 1 technical support for desktop computers, laptops, mobile devices, peripheral equipment and enterprise applications.
• Troubleshoot Windows operating systems, Microsoft Office applications and common hardware and software issues.
• Assist employees with technical problems through telephone and web‑based support channels.
• Diagnose basic network connectivity issues, including enterprise networks, TCP/IP and connected devices.
• Create, categorize, prioritize and assign incident tickets and service requests based on business impact and urgency.
• Document troubleshooting steps, resolutions and escalation details in the IT service management system.
• Escalate complex technical issues to appropriate support teams while maintaining communication with affected users.
• Monitor enterprise network devices, applications and infrastructure for system alerts, alarms and potential service disruptions.
• Review monitoring alerts and correlate related incidents to identify recurring issues or broader service outages.
• Follow established procedures to respond to application failures, network interruptions, system outages and unsuccessful technology changes.
• Contact on‑call support personnel during after‑hours incidents requiring urgent technical assistance.
• Follow documented runbooks, playbooks and technical support procedures when resolving incidents.
• Coordinate with other IT support teams to ensure incidents are assigned to the appropriate technical resources.
• Provide timely updates to users and internal teams regarding incident status, service interruptions and resolutions.
• Participate in shift handoffs and knowledge‑sharing activities to maintain continuity of technical support.
• Support service desk process improvements, documentation updates and operational efficiency initiatives.
• Ensure technical support activities follow established IT policies, security standards and operational procedures.
• Maintain accurate records of incidents, service requests and troubleshooting outcomes.
• Collaborate with colleagues and technical teams to resolve issues and maintain reliable IT services.
• Support rotating shifts within a 24/7 operations center, including evenings, weekends and holidays as assigned.

Skills

Help desk

Windows OS

Microsoft Office

Ticketing systems

Phone support

Remote support

Education

High school diploma or equivalent

Tools

ServiceNow

Jira Service Management

Job description

Pivot Point Solutions is a California-based consulting firm that delivers experienced field professionals to construction and utility organizations across the state. We partner with contractors, program owners, and utility clients to provide skilled inspection, construction management, and field support personnel who keep infrastructure projects safe, compliant, and on schedule.

Our team understands the demands of active construction environments, from underground gas and electric infrastructure to large-scale utility programs. By pairing deep industry knowledge with a responsive, hands‑on approach, we help clients maintain quality, meet regulatory requirements, and keep field operations running smoothly on some of California's most critical infrastructure projects.

Job Overview

Title: IT Service Desk Analyst
Sector: Information Technology / Technical Support
Seniority: Entry-Level / Tier 1
Location: Sacramento, CA
Job Type: Onsite / 24-Hour Operations Center, Rotating Shifts
Contract Length: 12 months +
Compensation: $23.91 - $26.08/hour

Role Overview

Pivot Point Solutions is seeking an IT Service Desk Analyst to provide frontline technical support for employees working in a large enterprise IT environment. This position is responsible for troubleshooting desktop and mobile devices, supporting Microsoft applications and operating systems, managing incident tickets and monitoring enterprise systems for alerts and service disruptions.

The ideal candidate has hands‑on help desk experience, understands basic IT troubleshooting and is comfortable supporting users over the phone and through web‑based service channels. This role requires someone who can follow established support procedures, document technical issues accurately and coordinate with specialized IT teams to restore services efficiently.

The position operates within a 24/7 IT support environment and requires flexibility to work varying shifts, including after‑hours coverage based on operational needs.

Your Day-to-Day Activities

Provide Tier 1 technical support for desktop computers, laptops, mobile devices, peripheral equipment and enterprise applications.

Troubleshoot Windows operating systems, Microsoft Office applications and common hardware and software issues.

Assist employees with technical problems through telephone and web‑based support channels.

Diagnose basic network connectivity issues, including problems involving enterprise networks, TCP/IP and connected devices.

Create, categorize, prioritize and assign incident tickets and service requests based on business impact and urgency.

Document troubleshooting steps, resolutions and escalation details in the IT service management system.

Escalate complex technical issues to appropriate support teams while maintaining communication with affected users.

Monitor enterprise network devices, applications and infrastructure for system alerts, alarms and potential service disruptions.

Review monitoring alerts and correlate related incidents to identify recurring issues or broader service outages.

Follow established procedures to respond to application failures, network interruptions, system outages and unsuccessful technology changes.

Contact on‑call support personnel during after‑hours incidents requiring urgent technical assistance.

Follow documented runbooks, playbooks and technical support procedures when resolving incidents.

Coordinate with other IT support teams to ensure incidents are assigned to the appropriate technical resources.

Provide timely updates to users and internal teams regarding incident status, service interruptions and resolutions.

Participate in shift handoffs and knowledge‑sharing activities to maintain continuity of technical support.

Support service desk process improvements, documentation updates and operational efficiency initiatives.

Ensure technical support activities follow established IT policies, security standards and operational procedures.

Maintain accurate records of incidents, service requests and troubleshooting outcomes.

Collaborate with colleagues and technical teams to resolve issues and maintain reliable IT services.

Support rotating shifts within a 24/7 operations center, including evenings, weekends and holidays as assigned.

The Job Requirements

High school diploma or equivalent.

At least 1 year of professional experience in IT help desk, service desk or technical support operations.

Hands‑on experience troubleshooting Windows operating systems, Microsoft Office applications and common desktop or laptop issues.

Experience providing technical support to users through telephone, remote support or web‑based service channels.

Experience creating, documenting, prioritizing or escalating IT incident tickets and service requests.

Basic understanding of enterprise networking, computer hardware, mobile devices and peripheral troubleshooting.

Ability to follow documented troubleshooting procedures, runbooks and established incident escalation processes.

Availability to work varying shifts in a 24/7 operations center environment, including after‑hours coverage as required.

You’ll Stand Out If You Have

Experience working in an enterprise IT service desk, network operations center or 24/7 technical support environment.

Familiarity with network or application monitoring tools, system alerts and incident correlation.

Experience with IT service management platforms such as ServiceNow, Jira Service Management or similar ticketing systems.

IT certifications such as CompTIA A+, Network+, ITIL Foundation or Microsoft certifications, or previous experience supporting utility operations.

About Pivot Point Solutions

Pivot Point Solutions delivers experienced field professionals to organizations throughout California's construction and utility industries. Our teams support critical infrastructure initiatives by placing inspectors, construction managers, and field personnel who understand the demands of complex, highly regulated construction environments.

We partner with our clients to provide professionals who can integrate quickly with project teams, operate independently in the field, and help ensure projects are completed safely, efficiently, and in full compliance with utility specifications, codes, and quality standards.