Onsite IT Service Desk Analyst

LE0099 Focus Operating, LLC

Los Angeles (CA)

Sur place

USD 50 000 - 65 000

Plein temps

Il y a 4 jours

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Avantages offerts par ce poste

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Résumé du poste

Focus is seeking a Service Desk Analyst to provide onsite technical support for Windows and macOS, Microsoft 365, and enterprise applications. The role requires handling incidents, managing ServiceNow tickets, and ensuring timely resolution with high customer satisfaction.

On-site attendance five days a week, with participation in after-hours and weekend on-call rotations. The position offers a base salary and a comprehensive benefits package, including health and retirement plans.

Qualifications

2–4 years of IT support experience, preferably in a Service Desk.
Hands-on troubleshooting for Windows and macOS, Microsoft 365, and enterprise applications.
Experience supporting remote users and enterprise endpoints.

Responsabilités

Resolve incidents and requests across Windows/macOS, Microsoft 365, VPN, and network issues.
Manage tickets in ServiceNow with proper ownership and documentation.
Aim for first-contact resolution and follow escalation procedures.
Update tickets daily with progress, blockers, and next steps.
Follow procedures for pending tickets, closures, and major incidents.
Monitor queues to prevent SLA breaches and address aging work.
Provide professional customer service, including executive support per priority rules.
Contribute to knowledge articles and service improvements.