Desktop Analyst

We are seeking a Desktop Analyst to join our client's IT support team in a key technical role. Our client is a leading healthcare services organization committed to delivering reliable technology solutions that support critical business operations. In this position, you will serve as an escalation point for frontline IT support, providing advanced troubleshooting across end-user devices, enterprise applications, networking, and account access. You'll be a critical problem solver who works both independently and collaboratively across IT teams while helping to mentor and develop Level 1 support staff. This is an excellent opportunity to grow your technical expertise in a dynamic, multi-facility environment.

Responsibilities:

• Serve as the escalation point for Level 1 support, troubleshooting complex technical issues across Windows, macOS, mobile platforms, Microsoft 365, hardware, networking, VPN, and enterprise applications
• Perform advanced diagnostics, system health checks, and log analysis to resolve challenging end-user technology problems efficiently and effectively
• Manage and prioritize support tickets in accordance with established service level agreements (SLAs), ensuring timely resolution and clear communication
• Collaborate with cross-functional IT teams on software deployments, system updates, security patches, hardware rollouts, equipment upgrades, and enterprise application deployments
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides to support team efficiency and knowledge sharing
• Provide mentorship, guidance, and technical coaching to Level 1 support staff to elevate overall team capabilities and service quality
• Partner with field engineering teams to deliver on-site technical support at facilities throughout the San Diego area as needed

The ideal candidate

• Two-year degree in Computer Science, Information Technology, or a related technical field, or equivalent professional experience in IT support
• Proven experience providing Level 2 or advanced desktop support in a multi-platform enterprise environment with diverse technical requirements
• Strong troubleshooting and problem-solving skills across multiple operating systems (Windows, macOS, mobile), Microsoft 365 suite, hardware platforms, networking technologies, VPN connectivity, and enterprise applications
• Hands-on experience with Active Directory and Azure Active Directory, including user account provisioning, group management, permissions, and access control
• Solid understanding of networking fundamentals, including Ethernet standards, TCP/IP protocols, wired and wireless connectivity, routing concepts, and common network hardware configuration
• Excellent verbal and written communication skills with demonstrated ability to translate technical concepts for both technical teams and non-technical business users
• Strong analytical thinking, organizational abilities, and attention to detail with a methodical approach to complex problem resolution
• Flexibility to participate in rotating after-hours and weekend support coverage as part of the IT team's on-call rotation
• Willingness and ability to travel periodically to support facilities in the San Diego region

Reasons to love it

• Serve as a key technical escalation point with the opportunity to tackle more complex desktop infrastructure and end-user technology challenges that require advanced problem-solving skills
• Make a meaningful impact on the Level 1 support experience through mentoring, documentation development, and knowledge sharing initiatives that elevate the entire team
• Gain valuable hands-on exposure to enterprise infrastructure, end-user technology ecosystems, software deployment methodologies, and strategic IT projects
• Work alongside a collaborative and supportive IT team dedicated to delivering exceptional service to users across multiple facilities
• Develop your technical expertise across a diverse technology stack while building relationships with IT professionals in specialized areas including networking, security, and systems engineering
• Join an organization in the healthcare services industry where technology directly supports important work that impacts people's lives