Service Desk Analyst

Albert and Mackenzie is looking for an personable, customer-focused, and technically proficient Service Desk Analyst to join our IT team.

The ideal candidate will be the primary point of contact for employee IT support and should be a dependable, self-directed problem solver who enjoys helping people, communicates clearly and provides excellent customer service while managing multiple support requests. The ideal candidate should approach troubleshooting methodically, know when an issue requires escalation and clearly document the steps taken and solutions attempted before escalating. They should demonstrate good judgment in balancing independent problem-solving with timely escalation. This role requires professionalism and discretion when handling confidential employee, client and firm information. More complex technical issues will be appropriately documented and escalated to higher-level IT team members.

Responsibilities:

• Provide first-level technical support to employees through remote and in-person support, owning requests from initial contact through resolution or appropriate escalation while troubleshooting hardware, software, networking and end-user computing issues and keeping users informed of status
• Conduct employee onboarding and offboarding, including workstation setup, deployment and replacement and user account administration
• Follow established information security policies and procedures when managing user accounts, access permissions, devices and company information
• Track IT assets and maintain accurate documentation of equipment, accounts and support activities
• Log and document support tickets and troubleshooting activities while keeping users updated on the status of their requests
• Escalate complex technical issues to higher-level team members Required Qualifications:
• 1+ year of IT Help Desk or Desktop Support experience, preferably supporting an organization with 100+ users.
• Demonstrated ability to diagnose and resolve hardware, software, basic networking, and end-user computing issues.
• Provide first-level support for and troubleshooting Windows 11 workstations.
• Experience with Microsoft Remote Desktop Services.
• Competence with Active Directory and Microsoft 365 user account administration.
• Experience with Microsoft Windows workstation setup, configuration, and deployment.
• Familiarity with iPhone/iOS and Android support.
• Experience with Jira Service Desk or another ITSM platform.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to users with varying levels of technical knowledge.
• Strong organizational skills and ability to prioritize multiple support requests.
• Self-directed, dependable, and motivated, with a strong customer-service mindset.
• Ability to follow established procedures, accurately document work, and appropriately escalate issues based on defined processes and SLAs.
• Ability and willingness to travel between Southern California offices as needed.

Preferred Experience:

• Microsoft Windows server administration and remote management using RSAT
• Computer imaging and automated workstation deployment
• Software deployment and application management
• Network printer setup and troubleshooting
• IT asset and inventory management
• Supporting users across multiple office locations
• Creating technical documentation and knowledge-base resources
• Experience supporting a professional-services or law-firm environment

Location:

Encino, with travel to additional offices in Anaheim, the Inland Empire, and Agoura Hills required

Compensation:

• $26.00-29.00/hr

Hours:

• Full-time, Monday through Friday, 8:30 AM–5:00 PM PT
• Primarily in-person, with occasional on-call and after-hours work required Join Our Team

If you are an energetic, personable IT professional who enjoys solving problems and helping others, we would love to hear from you. This is an excellent opportunity to join a collaborative team where your technical skills and customer-service mindset will make a direct impact on the organization.