Sr. Analyst, Help Desk II

KPMG LLP; Los Angeles (CA); On-site; USD 75,000 - 105,000; Full time

Job summary

KPMG LLP is seeking a Sr. Analyst, Help Desk II to join the Digital Nexus organization in our Los Angeles, CA office. This on-site role focuses on advanced troubleshooting for Windows and macOS desktops, delivering Tier 2 support, and upholding security and service standards.

You will mentor teammates, manage incidents, and participate in IT deployments and process improvements across desktop, LAN/WAN, and server environments.

Qualifications

• Minimum of three years of recent experience in infrastructure technologies including desktop, applications, LAN, WAN and servers.
• Bachelor's degree preferred; minimum of a high school diploma or GED required.
• Ability to travel and provide on-call coverage on nights and weekends, as needed.

Responsibilities

• Provide advanced troubleshooting, configuration, deployment, and break/fix support for Windows and macOS desktops, laptops, and related end-user technologies.
• Deliver high-quality Tier 2 technical support, including incident and ticket management, asset lifecycle management, and desktop service operations.
• Communicate proactively with customers throughout the support lifecycle, providing timely status updates and ensuring a positive customer experience through issue resolution.
• Ensure compliance with hardware asset management, chain-of-custody, and tracking processes to maintain security, accountability, and audit readiness.
• Serve as a senior technical resource and escalation point for complex issues, driving prioritization, coordination, and resolution while mentoring team members as needed.
• Support enterprise IT operations and strategic initiatives by participating in technology deployments, process improvement efforts, application troubleshooting, patch management, system upgrades, and infrastructure support across desktop, application, LAN, WAN, and server environments.
• Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment.

Skills

Desktop support

Tier 2 support

Customer service

Communication

Troubleshooting

Mentoring

Education

Bachelor's degree

Tools

Windows OS

macOS

Job description

KPMG is currently seeking a Sr. Analyst, Help Desk II to join our Digital Nexus technology organization. This is an onsite role based out of the Los Angeles, CA office location.

Responsibilities:

• Provide advanced troubleshooting, configuration, deployment, and break/fix support for Windows and macOS desktops, laptops, and related end-user technologies
• Deliver high-quality Tier 2 technical support, including incident and ticket management, asset lifecycle management, and desktop service operations
• Communicate proactively with customers throughout the support lifecycle, providing timely status updates and ensuring a positive customer experience through issue resolution
• Ensure compliance with hardware asset management, chain-of-custody, and tracking processes to maintain security, accountability, and audit readiness
• Serve as a senior technical resource and escalation point for complex issues, driving prioritization, coordination, and resolution while mentoring team members as needed
• Support enterprise IT operations and strategic initiatives by participating in technology deployments, process improvement efforts, application troubleshooting, patch management, system upgrades, and infrastructure support across desktop, application, LAN, WAN, and server environments
• Act with integrity, professionalism, and personal responsibility to uphold KPMG's respectful and courteous work environment

Qualifications:

• Minimum of three years of recent experience working in diverse infrastructure technologies including desktop, applications, LAN, WAN and servers
• Bachelor's degree from an accredited college or university is preferred; minimum of a high school diploma or GED required
• Capacity to support client service professionals in various levels within the firm
• Strong verbal/written communication, problem solving, analytical and independent judgment skills to support an environment driven by customer service and teamwork
• Capability to positively influence, mentor and be a credible source of knowledge to less experienced team member
• Ability to travel and provide on-call coverage on nights and weekends, as needed
• Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)