On-Site IT Support & Onboarding Specialist

Albert and Mackenzie; Los Angeles (CA); On-site; USD 36,000 - 40,000; Full time

Job summary

Albert & Mackenzie is seeking a personable , customer-focused Service Desk Analyst to join our IT team in Encino, CA, with travel to additional offices in Anaheim, the Inland Empire, and Agoura Hills. You will be the primary contact for employee IT support, resolving hardware, software, networking, and end-user computing issues while ensuring clear communication and documented steps.

Ideal candidates will have 1+ year of help desk experience, proficiency with Windows 11, Active Directory,

Qualifications

• 1+ year of IT Help Desk or Desktop Support experience, preferably supporting 100+ users.
• Experience diagnosing and resolving hardware, software, basic networking, and end-user computing issues.
• Provide first-level support for and troubleshooting Windows 11 workstations.
• Experience with Microsoft Remote Desktop Services.
• Competence with Active Directory and Microsoft 365 user account administration.
• Experience with Windows workstation setup, configuration, and deployment.
• Familiarity with iPhone/iOS and Android support.
• Experience with Jira Service Desk or another ITSM platform.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to users with varying levels of technical knowledge.
• Strong organizational skills and ability to prioritize multiple support requests.
• Self-directed, dependable, and motivated, with a strong customer-service mindset.
• Ability to follow established procedures, accurately document work, and appropriately escalated issues based on defined processes and SLAs.
• Ability and willingness to travel between Southern California offices as needed.

Responsibilities

• Provide first-level technical support to employees through remote and in-person support, owning requests from initial contact through resolution or appropriate escalation while troubleshooting hardware, software, networking and end-user computing issues and keeping users informed of status.
• Conduct employee onboarding and offboarding, including workstation setup, deployment and replacement and user account administration.
• Follow established information security policies and procedures when managing user accounts, access permissions, devices and company information.
• Track IT assets and maintain accurate documentation of equipment, accounts and support activities.
• Log and document support tickets and troubleshooting activities while keeping users updated on the status of their requests.
• Escalate complex technical issues to higher-level team members.

Skills

Customer service mindset

Troubleshooting

Communication skills

Self-directed

Team collaboration

Time management

Documentation

Problem analysis

Tools

Jira Service Desk

RSAT

Active Directory

Microsoft 365

Windows 11

Remote Desktop Services

Windows Server

Job description

Albert & Mackenzie is seeking a personable , customer-focused Service Desk Analyst to join our IT team in Encino, CA, with travel to additional offices in Anaheim, the Inland Empire, and Agoura Hills. You will be the primary contact for employee IT support, resolving hardware, software, networking, and end-user computing issues while ensuring clear communication and documented steps.

Ideal candidates will have 1+ year of help desk experience, proficiency with Windows 11, Active Directory,