Service Desk Analyst - Tier 1-2 IT Support & Classroom Tech

Concept Plus; San Diego (CA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

11 paid holidays

Performance bonuses

Tuition reimbursement

Unlimited training

Job summary

Concept Plus is seeking a Service Desk Systems Analyst to support a client Customer Service Team with on-site tech assistance at customer locations. Support is provided Monday–Friday, 0600–1800, through phone, email, self-service tickets, walk-ins, and on-site visits.

Limited travel to customer sites may be required. You will provide Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies, respond to user requests, troubleshoot hardware/software/network issues, and

Qualifications

• Associate degree or higher in IT/CS or equivalent experience.
• ≥3 years in a help desk or technical support role.
• Ability to obtain DOD 8140 IAT 1 certification within 6 months.

Responsibilities

• Provide Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies.
• Respond to and document user requests related to system performance, applications, and connectivity.
• Troubleshoot hardware, software, and network issues, including identity and security concerns.
• Install, configure, and deploy computers, peripherals, and related hardware.
• Create user accounts and support/troubleshoot identity provisioning.
• Perform remote diagnostics to identify issues and take corrective action.
• Log and manage all service activity using ServiceNow ITSM.
• Escalate unresolved or complex issues to specialized support teams as needed.
• Initiate and track warranty repair actions.
• Conduct follow-up to confirm resolution and customer satisfaction.
• Assist with basic network tasks, including cabling patching and endpoint connectivity.
• Act as an early responder to potential security-related incidents.

Skills

Help desk experience

DOD 8140 IAT 1 readiness

ITIL Foundations (preferred)

Microsoft/Azure certifications

Networking knowledge

Customer service

Education

Associate degree or higher in IT/CS

Tools

ServiceNow ITSM

Job description

Concept Plus is seeking a Service Desk Systems Analyst to support a client Customer Service Team with on-site tech assistance at customer locations. Support is provided Monday–Friday, 0600–1800, through phone, email, self-service tickets, walk-ins, and on-site visits.

Limited travel to customer sites may be required. You will provide Tier 1.5 and Tier 2 desktop support for faculty, staff, and classroom technologies, respond to user requests, troubleshoot hardware/software/network issues, and