IT Support Analyst

OLEN PROPERTIES; Newport Beach (CA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Life insurance

LTD insurance

401(k) Plan with match

Paid time off

Wellness program

Job summary

Olen Properties in Newport Beach, CA, seeks an IT Support Analyst to join its in-house IT team. You will serve as the frontline support for end-user technology, handling desktops, laptops, printers, mobile devices, and Microsoft 365 services while delivering high levels of customer service.

Reporting to the IT Systems Director, you will assist with onboarding/offboarding, asset management, documentation, and knowledge base creation, plus contribute to process improvements and special IT

Qualifications

• Associate degree with relevant IT training or equivalent.
• 2+ years in helpdesk or desktop support in business.
• Experience with Windows 11 and Microsoft 365.
• Valid driver’s license for travel to properties.

Responsibilities

• Provide day-to-day technical support for desktops, laptops, printers, and mobile devices.
• Monitor helpdesk tickets and ensure timely resolution.
• Onboard/offboard users; manage accounts and access provisioning.
• Maintain inventory records of technology assets.
• Create end-user documentation and knowledge base articles.
• Assist with software installation and troubleshooting.

Skills

Customer service

Communication

Documentation

Multi-tasking

Remote support

Team player

Education

Associate degree

CompTIA A+

Tools

Microsoft 365

Windows 11

SharePoint

Job description

POSITION SUMMARYFor 50 years, Olen has owned, developed, and managed distinctive commercial properties in Orange County, California. Our portfolio consists of over 6 million sq. ft. of premier office and flex-space projects. Olen leases and manages a mixture of Class A office buildings and light industrial properties. Additionally, Olen’s multi-family portfolio consists of over 17,000 apartment units in 50+ residential communities.Please visit www.Olen.com for more information.Our culture is one of teamwork, determination, integrity, and pride for our properties. If you feel these values are a match, we’d like to invite you to be a part of our story.IT SUPPORT ANALYSTOlen is seeking a motivated and experienced individual to join our in-house IT team as an IT Support Analyst. Reporting to the IT Systems Director, the IT Support Analyst serves as the primary point of contact for end-user technology support and routine IT operations. This role supports company hardware, software, mobile devices, printers, Microsoft 365 services, and other business technologies while delivering a high level of customer service.The position serves as the front-line technical resource for the organization, resolving end-user issues whenever possible and escalating complex infrastructure, security, networking, or application-related issues to senior IT staff when appropriate. The IT Support Analyst also assists with documentation, asset management, technology deployments, process improvement efforts, and departmental initiatives.Main Job Tasks and Responsibilities:Provide day-to-day technical support for desktops, laptops, printers, mobile devices, peripherals, and related workplace technologies.Monitor and respond to helpdesk tickets, ensuring timely communication, troubleshooting, documentation, and resolution.Serve as the primary support resource for end-user technology issues and escalate matters requiring advanced administrative, infrastructure, security, networking, or application support.Provision, configure, deploy, maintain, and replace workstation hardware and peripheral equipment.Assist with user onboarding and offboarding activities, including account administration tasks, device preparation, and access provisioning according to established procedures.Maintain accurate inventory records for company technology assets, including hardware, assigned equipment, and related technology resources.Support remote offices and company locations through remote assistance and occasional on-site support when required.Create and maintain end-user documentation, knowledge base articles, procedural documentation, and technology guides.Assist with software installation, configuration, upgrades, and troubleshooting.Perform assigned work in accordance with established IT policies, standards, and procedures.Other duties as assigned.QUALIFICATIONS AND CRITERIA:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation, which does not impose an undue hardship on the Company, may be made to enable qualified individuals with a disability to perform the essential duties of the job.EDUCATION/EXPERIENCE:Associate degree, technical certification (CompTIA A+), related training, or an equivalent combination of education and relevant work experience in Information Technology or a related field.Two (2) or more years of experience supporting desktop hardware, operating systems, software applications, and end users in a business environment.Experience working within a helpdesk or ticket-based support environment.Experience deploying and supporting desktop and laptop computers.Experience providing customer service and technical assistance to users with varying levels of technical expertiseTECHNICAL PREREQUISITES:Experience supporting Microsoft Windows 11 operating systems.Familiarity with Microsoft 365 applications and services.Basic understanding of user account administration and identity management concepts.Basic understanding of networking concepts, including IP addressing, DNS, DHCP, wired and wireless connectivity, and general network troubleshooting.Experience troubleshooting desktop hardware, peripherals, printers, mobile devices, and common software issues.Experience using remote support and remote assistance tools.Familiarity with endpoint deployment, imaging, or device-provisioning processes.Understanding of endpoint security, antivirus, security awareness, and general cybersecurity best practices.Experience supporting VoIP telephone systems and related end-user technologies is preferred.Familiarity with SharePoint, file-sharing platforms, and cloud-based collaboration tools is preferred.CERTIFICATES, LICENSES, REGISTRATIONS:As this position does involve driving to different properties, a valid driver’s license and current auto liability insurance are required.REQUIRED SKILLS & ABILITIES:Expert English language skills; both verbal and writtenStrong customer service orientation with the ability to communicate effectively and patiently with non-technical users.Ability to troubleshoot technical issues methodically while maintaining professionalism and composure.Ability to guide users through remote troubleshooting and visualize workstation, office, and basic network layouts based on verbal descriptions.Ability to clearly document issues, resolutions, procedures, and technical information.Strong organizational skills, attention to detail, and ability to manage multiple priorities.Ability to work independently, follow established procedures, and recognize when an issue should be escalated.Demonstrates initiative, professionalism, integrity, confidentiality, accountability, and a team-oriented attitude.WORK ENVIRONMENT:While performing the duties of this job, the employee works primarily onsite at various properties. Will get in and out of an automobile. Will sometimes drive to designated properties.Olen offers competitive compensation, benefits, and a great working environment.Salary Range: $60,000 – $70,000 per year + bonus plan is the posted range and is flexible depending upon experience and skill level. This position is hourly, non-exempt and is eligible for overtime.Benefits:Subsidized health insurance including medical, dental and visionCompany Paid Life and LTD insurance401(k) Plan including company matchPaid time offEmployee Wellness ProgramAll other benefits and leaves as required by lawAnd so much more!