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    Help Desk Analyst - Los Angeles, United States - LHH

    LHH
    LHH Los Angeles, United States

    2 weeks ago

    LHH background
    Description
    Help Desk Analyst II - San Francisco, CA Area

    LHH Recruitment Solutions


    is looking for a Help Desk Analyst to join a dynamic team at a prominent private credit investment manager managing approximately $7.2 billion in assets under management.

    As a Help Desk Analyst II, you will play a crucial role in providing end-user support across all affiliates in the San Francisco, CA area.

    The firm specializes in direct lending to both non-sponsored and sponsored middle market companies, boasting a diverse portfolio.

    Position is on-site 5 days a week in SF, Direct Hire, Full-Time/W2 role.

    I deal candidate would be less than 30 min away from SF area.


    About the Opportunity:


    Respond to end-user phone, email, or chat requests for support, resolving basic computer, application, system, device, access, or performance issues.

    Utilize product information or solution databases to research, troubleshoot, and deliver solutions.
    Advise users on methods, steps, and actions to resolve and avoid future issues, providing documentation as needed.
    Document incidents using help desk systems or tools.
    Escalate problems to appropriate levels or teams to achieve issue resolution.

    Support installs or upgrades of software and devices (Laptops, Thin Clients, Cell Phones, Tablets, Telephones), set up user profiles, or reset passwords.

    Fulfill all service level standards for response time and quality.
    Work under the close direction of senior personnel in the functional area.


    Additional Responsibilities:
    Manage Help Desk tickets in a timely manner, meeting or exceeding SLA's.
    Document customer interactions and run diagnostics to resolve customer-reported issues.
    Escalate issues to Network/Systems Administrators as needed.
    Install, make changes, and repair computer hardware and software.
    Follow up with customers to ensure issues are resolved.


    Qualifications:

    Certifications required:
    CompTIA A+ / Net+- if not equivalent experience.
    3-5 years of experience working as a Help Desk in a Microsoft Environment environment.
    3+ years of experience with Microsoft Office 365
    3+ years of experience with Spam Filters and Anti Virus tools
    Basic fundamental knowledge of networking and systems functions.
    Availability for regular hours and overtime as needed.
    Excellent oral communication skills, ability to work exclusively with Senior Leadership.
    Detail-oriented with the ability to keep detailed notes on tickets.
    Highly organized to keep Help desk tickets in order.
    Ability to diagnose and resolve basic computer technical issues.


    Expected Salary Range:
    $80,000-$100,000
    Health Insurance Fully Paid
    Discretionary Bonus
    401k up to 4% match

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