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Desktop Support Analyst
| Company | First American |
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| Location | Orange, CA, USA |
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| Salary | $26.22 – $34.96 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- 2+ years of experience in a desktop support or IT helpdesk role
- Strong knowledge of Windows and macOS operating systems
- Experience troubleshooting hardware components such as desktops, laptops, printers, and mobile devices
- Familiarity with Active Directory, Microsoft 365, and enterprise security tools
- Understanding of networking fundamentals (TCP/IP, VPN, Wi-Fi, DNS, DHCP)
- Excellent problem-solving skills and attention to detail
- Strong interpersonal and communication skills with a customer-centric mindset
Responsibilities
- Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, and related peripherals in a remote environment
- Troubleshoot and resolve hardware, software, and network connectivity issues in Windows and macOS environments
- Assist with user account management, including Active Directory, Single Sign-On (SSO), and Multi-Factor Authentication (MFA)
- Deploy, configure, and maintain workstations, operating systems, and business-critical applications
- Support conferencing and collaboration tools, including Microsoft Teams, Zoom, and other remote access solutions
- Document technical issues, resolutions, and processes in the IT service management system (e.g., ServiceNow, Jira Service Management)
- Escalate complex issues to senior IT staff or relevant teams when necessary
- Participate in IT projects such as system upgrades, migrations, and new technology rollouts
- Ensure compliance with company IT security policies and best practices
- Provide training and guidance to end users on IT policies and tools
Preferred Qualifications
- Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation preferred
