Senior IT Help Desk Analyst – Tier 1/2 Support

Brio Water Technology; Los Angeles (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Brio Water Technology in Los Angeles is seeking an IT Help Desk Technician to deliver day-to-day end-user support, troubleshoot hardware and software, and assist in IT system deployments.

The ideal candidate will be customer-focused, proficient with Windows environments, and experienced with ticketing systems such as Jira, Freshservice, Zendesk or ServiceNow. This role offers growth and a dynamic team.

Qualifications

• 5+ years in IT support, help desk, or desktop support.
• Strong Windows troubleshooting and familiarity with business apps.
• Experience with IT ticketing systems (Jira, Freshservice, Zendesk, ServiceNow).
• Understanding of Active Directory and Microsoft 365 basics.
• Good networking fundamentals and customer-service mindset.

Responsibilities

• Provide Tier 1 and Tier 2 IT support for end users across hardware, software, and business apps.
• Troubleshoot desktops, laptops, printers, mobile devices, and peripherals.
• Manage user accounts, access, and permissions in AD and Microsoft 365.
• Log and track support requests in the ticketing system and ensure timely resolution.
• Escalate complex issues to senior IT staff when needed.
• Assist with system rollouts, deployments, upgrades, and patches.
• Support onboarding/offboarding, hardware setup, and system access.
• Follow defined IT support processes, SLAs, and documentation standards.
• Maintain IT asset inventory and lifecycle tracking.
• Communicate clearly with end users and contribute to knowledge base articles.

Skills

Windows troubleshooting

Ticketing systems

Active Directory

Microsoft 365

Networking basics

Customer service

Prioritization

Documentation

Tools

Jira Service Management

Freshservice

Zendesk

ServiceNow

Endpoint management

Job description

Brio Water Technology in Los Angeles is seeking an IT Help Desk Technician to deliver day-to-day end-user support, troubleshoot hardware and software, and assist in IT system deployments.

The ideal candidate will be customer-focused, proficient with Windows environments, and experienced with ticketing systems such as Jira, Freshservice, Zendesk or ServiceNow. This role offers growth and a dynamic team.