We are seeking a customer-focused Help Desk Analyst to support employees in a fast-paced corporate environment. This role combines hands-on, in-person technical support with remote ticket resolution and is ideal for someone who brings both strong troubleshooting skills and a polished, service-oriented approach.
The Help Desk Analyst will support Windows and Mac users, assist with connectivity and access issues, document incidents thoroughly, and provide high-touch support to employees and executive-level users.
Position Details
Location: Los Angeles, CA 90025
Schedule: Hybrid — onsite approximately 3 days per week and remote 2 days per week
Onsite Requirement: Flexibility to work onsite on Mondays when needed to support new-hire onboarding
Duration: Initial 6-month contract with potential for extension and conversion to FTE
Employment Type: W2 contract (cannot do C2C/1099 or visa sponsorship)
Start: As soon as possible
Responsibilities
Provide hands-on and remote technical support for Windows and Mac users.
Troubleshoot hardware, software, internet connectivity, access, and general end-user issues.
Receive, categorize, prioritize, and resolve incoming support tickets.
Use Jira/Atlassian and ServiceNow to document incidents, troubleshooting steps, and resolutions.
Provide professional, responsive, and high-touch support to employees and executive-level users.
Assist with new-hire setup, onboarding, access, and equipment-related issues.
Escalate complex technical issues to the appropriate internal teams.
Collaborate with other IT support professionals to improve service quality and resolution times.
Maintain accurate and detailed documentation for all user requests and actions taken.
Stay current on system changes, updates, and support procedures.
Required Qualifications
Previous help desk, service desk, desktop support, or technical support experience.
Experience troubleshooting both Windows and Mac environments.
Strong customer service and interpersonal skills.
Experience working with Jira or another Atlassian ticketing platform.
Familiarity with ServiceNow or a comparable IT service management system.
Strong written communication and ticket-documentation skills.
Ability to work independently, prioritize multiple requests, and manage time effectively.
Strong problem-solving skills and attention to detail.
Ability to work onsite in Los Angeles approximately three days per week.
Preferred Qualifications
Experience supporting executives or other high-profile users.
Background providing high-touch or “white glove” technical support.
Experience in a fast-paced retail, hospitality, or customer-facing technology environment.
Experience supporting new-hire onboarding and workstation setup.
CompTIA A+, Microsoft, Apple, or other relevant technical certifications.
The ideal candidate will approach each interaction with patience, professionalism, and a commitment to delivering an exceptional employee experience.