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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Analyst - **Company:** Pivot Point Solutions - **Location:** Sacramento, CA, United States - **Experience:** Starter - **Salary:** $49,733.0 - $54,246.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, JIRA, Common Desktop Environments, Desktop Computing, HP Systems Insight Manager, Issue Tracking Systems, Microsoft Office, Microsoft Software, Software Engineering, TCP/IP, Web Applications, Computer Networking Systems, Enterprise Software Applications, Computer Network Operations, Computer Equipment, Information Technology, Laptops, Servicenow - **Published:** November 4, 2026 - **Apply:** https://www.careerbuilder.com/job-details/it-service-desk-analyst-sacramento-ca--f862fbd3-8a6b-4f6a-a685-398f600c6735 ## About the Role Customer Support/Service, Analysis Skills, Technical Support, Consulting, Construction Management, Construction, On Site Support, Time Management, Regulatory Requirements, Quality Management, * High school diploma or equivalent. * At least 1 year of professional experience in IT help desk, service desk or technical support operations. * Hands-on experience troubleshooting Windows operating systems, Microsoft Office applications and common desktop or laptop issues. * Experience providing technical support to users through telephone, remote support or web-based service channels. * Experience creating, documenting, prioritizing or escalating IT incident tickets and service requests. * Basic understanding of enterprise networking, computer hardware, mobile devices and peripheral troubleshooting. * Ability to follow documented troubleshooting procedures, runbooks and established incident escalation processes. * Availability to work varying shifts in a 24/7 operations center environment, including after-hours coverage as required. You'll Stand Out If You Have * Experience working in an enterprise IT service desk, network operations center or 24/7 technical support environment. * Familiarity with network or application monitoring tools, system alerts and incident correlation. * Experience with IT service management platforms such as ServiceNow, Jira Service Management or similar ticketing systems. * IT certifications such as CompTIA A+, Network+, ITIL Foundation or Microsoft certifications, or previous experience supporting utility operations. ## Description Pivot Point Solutions is seeking an IT Service Desk Analyst to provide frontline technical support for employees working in a large enterprise IT environment. This position is responsible for troubleshooting desktop and mobile devices, supporting Microsoft applications and operating systems, managing incident tickets and monitoring enterprise systems for alerts and service disruptions. The ideal candidate has hands-on help desk experience, understands basic IT troubleshooting and is comfortable supporting users over the phone and through web-based service channels. This role requires someone who can follow established support procedures, document technical issues accurately and coordinate with specialized IT teams to restore services efficiently. The position operates within a 24/7 IT support environment and requires flexibility to work varying shifts, including after-hours coverage based on operational needs. Your Day-to-Day Activities * Provide Tier 1 technical support for desktop computers, laptops, mobile devices, peripheral equipment and enterprise applications. * Troubleshoot Windows operating systems, Microsoft Office applications and common hardware and software issues. * Assist employees with technical problems through telephone and web-based support channels. * Diagnose basic network connectivity issues, including problems involving enterprise networks, TCP/IP and connected devices. * Create, categorize, prioritize and assign incident tickets and service requests based on business impact and urgency. * Document troubleshooting steps, resolutions and escalation details in the IT service management system. * Escalate complex technical issues to appropriate support teams while maintaining communication with affected users. * Monitor enterprise network devices, applications and infrastructure for system alerts, alarms and potential service disruptions. * Review monitoring alerts and correlate related incidents to identify recurring issues or broader service outages. * Follow established procedures to respond to application failures, network interruptions, system outages and unsuccessful technology changes. * Contact on-call support personnel during after-hours incidents requiring urgent technical assistance. * Follow documented runbooks, playbooks and technical support procedures when resolving incidents. * Coordinate with other IT support teams to ensure incidents are assigned to the appropriate technical resources. * Provide timely updates to users and internal teams regarding incident status, service interruptions and resolutions. * Participate in shift handoffs and knowledge-sharing activities to maintain continuity of technical support. * Support service desk process improvements, documentation updates and operational efficiency initiatives. * Ensure technical support activities follow established IT policies, security standards and operational procedures. * Maintain accurate records of incidents, service requests and troubleshooting outcomes. * Collaborate with colleagues and technical teams to resolve issues and maintain reliable IT services. * Support rotating shifts within a 24/7 operations center, including evenings, weekends and holidays as assigned.