Desktop Support Analyst I (Remote - Southern California)
About The Position
The Desktop Support Analyst I provides technical support for Vituity’s users and Service Desk Technicians. The role fields and documents Service Desk tickets involving PC and printer/MFP hardware, PC/VoIP phone peripherals, Microsoft Windows, Microsoft Office, VMware virtual desktop products, Apple iOS, Adobe Acrobat, and Java. It also installs and maintains business software, completes Service Desk projects such as hardware and software deployments and monthly security patching, and uses internal and external knowledge resources to resolve issues before escalating them. The analyst provides backup telephone support and second-level support to Service Desk Technicians. The position calls for a working knowledge of relevant software, hardware, and technology; Office 365 administration; and Active Directory and Exchange. The analyst serves as an owner and expert for one or more minor applications used at Vituity, supports applications relevant to the primary work location, and manages small projects. The role requires compliance with Vituity IT operational and security policies and the ability to work effectively in both slow and busy periods and during stressful situations. This is a remote position in Southern California. Vituity offers opportunities to connect with its community remotely through events, trainings, and team activities, alongside benefits and professional development programs.
Requirements
- A four-year degree or equivalent experience.
- Two to four years of Desktop Support or Service Desk experience.
- Working knowledge of fundamental operations of relevant software, hardware, and other technology equipment.
- CompTIA A+ certification or a comparable industry-recognized certification.
- Full knowledge of Office 365 administrative functions.
- Working knowledge of Active Directory and Exchange.
- Working knowledge of Active Directory and its interface with Office 365.
- Ability to remain productive during slow periods, multitask effectively during busy periods, and demonstrate patience and professionalism in stressful situations.
- Knowledge of and compliance with Vituity IT operational and security policies and standard operating procedures.
- Willingness to work overtime, nights, and weekends as required.
Nice To Haves
- ITIL Foundation training.
- HDI certifications.
- Classes relating to Service Delivery or application-specific certifications.
- A four-year degree in a relevant field.
- Four years of experience in IT.
- Office 365 certification.
Responsibilities
- Field and thoroughly document Service Desk tickets concerning PC hardware, printer/MFP hardware, PC/VoIP phone peripherals, Microsoft Windows, Microsoft Office, VMware virtual desktop products, Apple iOS, Adobe Acrobat, and Java.
- Provide backup telephone support for Service Desk Technicians.
- Install and maintain business software as assigned.
- Manage and complete Service Desk projects, including hardware and software deployments, monthly security patching, and cloud applications.
- Use internal and external knowledge bases and other resources to resolve technical issues before escalating them when possible.
- Provide second-level support for Service Desk Technicians.
- Serve as the owner and expert on one or more minor applications used at Vituity.
- Support applications used at the primary work location, such as virtual desktops and billing applications where applicable.
- Manage small projects.
- Comply with Vituity IT operational and security policies and standard operating procedures.
Benefits
- Superior health plan options.
- Dental, vision, HSA/FSA, life, and AD&D coverage.
- 401(k) plan with a $1.20 match for every dollar up to 6%, plus discretionary profit-sharing contributions; eligibility begins in January following 18 months of service.
- Generous paid time off starting at 3–4 weeks annually.
- Student loan refinancing discounts.
- Professional and Career Development Program.
- Employee assistance program and travel assistance.
- Wellness program, including monthly wellness events and programs such as yoga and HIIT classes.
- Flexible work hours.
- Trainings to support and advance professional growth.
- Team-building activities and opportunities to attend Vituity community events.
- Eligibility to participate in the annual corporate Success Sharing bonus program, based on company annual performance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
