Help Desk Analyst II

Description We are looking for a Help Desk Analyst II to provide responsive technical support for a government organization in Malibu, California. This Long-term Contract position focuses on supporting a Windows-based environment, assisting employees and external users with day-to-day technology issues, and delivering a high standard of customer service. The ideal candidate can work independently, troubleshoot efficiently, and adapt quickly in a detail-oriented public-sector setting.

Responsibilities:

• Provide front-line technical assistance for desktops, laptops, software applications, printers, and connectivity concerns across a primarily Windows environment.

• Deliver both on-site and remote support to staff, outside partners, and off-site consultants, ensuring timely resolution of service requests.

• Manage user access by handling password resets and account support while following established security and compliance practices.

• Configure, deploy, upgrade, and troubleshoot end-user devices, peripherals, and standard business software.

• Maintain accurate service records by documenting issues, troubleshooting steps, and outcomes within the ticket management system.

• Coordinate workstation setup, office moves, and equipment troubleshooting to keep users productive with minimal disruption.

• Escalate complex incidents to senior IT personnel when needed and collaborate on effective resolution paths.

• Contribute to ongoing technology initiatives, including cloud-related efforts, asset tracking, and support for web, audio-visual, and virtual meeting tools as required. Requirements * Previous help desk or desktop support experience with the ability to contribute effectively with minimal onboarding.

• Hands-on troubleshooting skills with Microsoft Windows 10, Office 365, internet access issues, printers, and general end-user hardware and software problems.

• Experience working with Active Directory, including user account support in a hybrid environment.

• Demonstrated ability to manage and resolve service desk tickets efficiently while maintaining strong attention to detail.

• Strong verbal and written communication skills with a customer-focused approach to support.

• Comfort supporting a wide range of users, including internal staff, external stakeholders, and remote consultants.

• Familiarity with cloud platforms such as Azure, mobile device support, or ticketing systems like Atera is beneficial.

• Exposure to municipal or public-sector technology environments, business systems, or audio-visual support is a plus.

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