Sacramento 24/7 IT Service Desk Analyst - Entry Level

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 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