IT Service Desk Analyst I — End-User Support

Yuhaaviatam of San Manuel Nation; Highland (CA); On-site; USD 42,000 - 60,000; Full time

Job summary

Yuhaaviatam of San Manuel Nation seeks a Service Desk Analyst I to provide first-level IT support, handling walk-ins, phone, chat, and email inquiries to ensure timely resolutions and SLA adherence. You will document steps, assist with remote control sessions, and contribute to knowledge base articles for end users and staff.

The role requires strong customer service, communication skills, and the ability to work in a fast-paced environment across day, swing, and graveyard shifts.

Qualifications

• Minimum 1 year of related IT work experience.
• Experience providing first-level support via phone, email, chat, or portal.

Responsibilities

• Provides first level technical support for end users via multiple channels to ensure timely resolution.
• Prioritizes incidents to meet SLAs; escalates with proper documentation to technicians or verticals.
• Uses remote assistance tools and diagnostic utilities to troubleshoot and resolve issues.
• Records and documents incident-solving steps through final resolution to meet service standards.
• Develops knowledge base articles and FAQs for end users and IT team members.
• Performs other duties to support efficient IT operations.

Skills

IT service desk

Customer service

Diagnostics

Communication

Education

High School Diploma or GED

Associate’s degree in Computer Science or related field preferred

Tools

Remote support tools

Diagnostic utilities

Job description

Yuhaaviatam of San Manuel Nation seeks a Service Desk Analyst I to provide first-level IT support, handling walk-ins, phone, chat, and email inquiries to ensure timely resolutions and SLA adherence. You will document steps, assist with remote control sessions, and contribute to knowledge base articles for end users and staff.

The role requires strong customer service, communication skills, and the ability to work in a fast-paced environment across day, swing, and graveyard shifts.