IT Service Desk Analyst

• Technical & Desk Side Support: Deliver IT Service Desk (ITSD) and in-person desk side support across all user levels, including executive/white-glove VIP support.
• Device & Hardware Management: Provision, maintain, and troubleshoot desktops, laptops, tablets, mobile devices, printers, projectors, and audio/visual (AV) conference room systems.
• System & Account Administration: Administer user accounts, distribution groups, and security groups within Active Directory. Manage equipment moves and handle hardware/software lifecycle tracking.
• Incident Management: Diagnose complex issues using remote diagnostic tools and manage tickets through their complete lifecycle in ServiceNow.
• Patching & Maintenance: Push workstation/third-party patches and assist with regression testing for OS patches and upgrades across Windows, Mac, and Mobile platforms.
• User Enablement & Escalation: Conduct IT orientations for new hires, translate complex technical information into accessible user guidance, and escalate issues to infrastructure or engineering teams when necessary.

Experience: 2+ years of IT support experience in a mid-to-large business environment.

Platform Knowledge: In-depth diagnostic and resolution skills for Windows OS, Mac OS, Office 365, Mobile OS, and basic wireless networking.

Core Systems: Hands-on experience with Active Directory, ServiceNow (or similar ITSM tools), and remote diagnostic/software distribution tools.

Soft Skills: Exceptional customer service focus, strong written/verbal communication skills, and proven ability to work under pressure and meet deadlines.

Flexibility: Willingness to support occasional shift rotations for a 24/7 environment and light job-related travel as needed.

Education: BS/BA degree preferred.

skills:

desktops,laptops,tablets,wireless networking,customer focus,mobile devices,printing,target audience,resolve technical issues,desk side support,Service Desk

Pay offered to a successful candidate will be based on several factors including the candidate’s education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.