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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Analyst - **Company:** KINDER'S - **Location:** Walnut Creek, CA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Collaborative Software, Cyber Security, Desktop Computing, Multi-Factor Authentication, Identity and Access Management, Network Connections, Productivity Software, Azure Active Directory, Microsoft SharePoint, Software Deployment, ServiceNow IT Service Management, Office365, Peripherals, Information Technology, Laptops, User Administration - **Published:** October 28, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=105371bdaa85ad9f ## About the Role * 3+ years of experience in IT help desk, desktop support, technical support, or a related technology support role. * Strong working knowledge of Windows operating systems, Microsoft 365 applications, and common business technology platforms. * Experience troubleshooting hardware, software, networking, connectivity, and user access issues. * Familiarity with IT ticketing systems, incident management, and technical support best practices. * Experience with user account administration, Microsoft Entra ID (Azure AD), Active Directory, or similar identity management platforms. * Working knowledge of endpoint management tools, device provisioning, and basic IT security practices. * Strong analytical and troubleshooting skills with the ability to independently diagnose and resolve technical issues. * Excellent communication and interpersonal skills, with the ability to translate technical concepts into clear, approachable guidance. * Strong organizational skills and the ability to prioritize competing requests in a fast-paced environment. * A customer-service mindset, strong sense of accountability, and willingness to take initiative. * Ability to collaborate across departments while maintaining confidentiality and professionalism. ## Description Kinder's is growing rapidly, and we're looking for a proactive, service-oriented Technology Analyst - IT Help Desk to help keep our people connected, productive, and supported. In this role, you'll serve as a key member of our Technology team, providing hands-on technical support, troubleshooting hardware and software issues, and ensuring employees have the tools and technology they need to do their best work. The ideal candidate brings a strong foundation in IT support, a problem-solving mindset, and a passion for delivering an exceptional employee experience. You'll thrive in a fast-paced, evolving environment where priorities shift, collaboration is essential, and there's an opportunity to help build scalable technology processes as the business grows. This is an exciting opportunity for someone who enjoys being hands-on with technology, takes ownership of challenges, and is motivated to make a meaningful impact across the organization., IT Help Desk & Technical Support * Provide timely, professional Tier 1 and Tier 2 technical support to employees, resolving hardware, software, network connectivity, and system access issues. * Troubleshoot and resolve technical incidents involving laptops, desktops, mobile devices, printers, peripherals, and collaboration tools. * Manage incoming support requests through the IT ticketing system, ensuring timely resolution, accurate documentation, and effective communication. * Diagnose recurring technical issues, identify root causes, and recommend solutions to improve reliability and employee productivity. * Escalate complex technical issues to appropriate internal teams or external vendors while maintaining ownership of the employee experience. Technology Operations & Systems Support * Support the configuration, deployment, maintenance, and troubleshooting of employee hardware, software, and technology equipment. * Assist with the administration and support of Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and related productivity applications. * Support user account management, access permissions, password resets, and authentication troubleshooting across enterprise systems. * Assist with device management, software installations, operating system updates, and endpoint security requirements. * Maintain accurate IT asset inventories, equipment assignments, and technology documentation. Employee Onboarding & Offboarding * Coordinate technology setup for new hires, ensuring equipment, applications, and system access are ready for their first day. * Partner with People & Culture and business leaders to deliver a seamless technology onboarding experience. * Manage technology-related offboarding activities, including account deactivation, equipment recovery, and access removal in accordance with company policies. * Provide employee training and guidance on technology tools, best practices, and self-service resources. Process Improvement & IT Security * Identify opportunities to improve help desk workflows, support processes, and technology service delivery. * Develop and maintain knowledge base articles, troubleshooting guides, and standard operating procedures. * Support IT security practices, including multifactor authentication, endpoint protection, access controls, and data security protocols. * Assist with technology upgrades, system implementations, and cross-functional IT projects. * Collaborate with internal stakeholders and external technology partners to support a secure, reliable, and scalable IT environment.