Help Desk Analyst

Help Desk Analyst at Robert Half Help Desk Analyst at Robert Half in Valencia, California Posted in 1 day ago.

Type:

full-time

Job Description:

Help Desk Analyst II Location:

Santa Clarita (Valencia), CA -

Hybrid Salary:

$70,000

Employment Type:

Full-Time Position Overview We are seeking a Help Desk Analyst II to join our growing IT operations team. This role is ideal for a customer-focused IT professional with strong troubleshooting skills and experience supporting end users in a fast-paced environment. The Help Desk Analyst II will provide Level 2 technical support, monitor system alerts, manage ticket lifecycles, and deliver both remote and onsite support for clients throughout the Santa Clarita area. Candidates must reside within a reasonable commuting distance of Valencia, CA, as regular onsite /hybrid client support is required. Responsibilities Provide Level 2 technical support for desktops, laptops, mobile devices, software applications, and network-related issues. Monitor alert consoles and proactively respond to system notifications, escalating issues when appropriate. Deliver onsite technical support to clients in and around Valencia, CA. Manage and execute service requests and incidents through ConnectWise. Own incidents from initial intake through resolution, ensuring timely communication and documentation throughout the ticket lifecycle. Troubleshoot hardware, software, networking, and end-user issues both remotely and onsite. Escalate complex issues to senior engineers or specialized teams when necessary. Create, update, and maintain technical procedures, knowledge base articles, and operational documentation. Follow established IT service management processes and best practices. Maintain high levels of customer service and client satisfaction. Qualifications 2+ years of Help Desk, Desktop Support, or Technical Support experience. Experience providing Level 2 support in a Windows-based environment. Hands-on experience with ticketing systems, preferably ConnectWise. Strong troubleshooting skills across hardware, software, printers, and basic networking. Experience supporting Microsoft 365 environments. Understanding of Active Directory, user account administration, and endpoint management. Ability to prioritize multiple support requests in a fast-paced environment. Excellent verbal and written communication skills. Valid driver's license and reliable transportation for onsite client visits. Robert Half will consider for employment qualified applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.