Help Desk Analyst

Sherwood Design Engineers•San Jose, CA

19h•Remote

About The Position

The Help Desk Analyst II is an experienced Tier 1 support professional who provides responsive, high-quality remote technical support and helps establish and mature a consistent Tier 1 operating model. The role combines customer support, advanced Tier 1 troubleshooting, documentation ownership, process development, peer mentoring, and high-availability coverage. The Analyst serves as a first point of contact for employees, owns incidents and service requests through resolution or effective escalation, and turns recurring support needs into reusable knowledge, training, and service improvements. The position requires independent work, strong ticket discipline, and contributions to scalable, reliable remote support across business hours and time zones. The role is remote-based within Digital Workplace / Information Technology and reports to the Help Desk Manager or a designated Digital Workplace leader. Success includes timely, professional support with clear ownership; accurate articles, runbooks, scripts, and escalation standards that make Tier 1 work repeatable; and dependable coverage through shift handoffs, priority response, and schedule participation. The position supports users through phone, chat, email, the self-service portal, and approved remote channels. It covers endpoint, productivity, collaboration, identity, access, connectivity, peripheral, and approved software issues, while contributing to Tier 1 program development, knowledge management, analyst readiness, service metrics, and continuous improvement. The work may include scheduled coverage, staggered shifts, holidays, extended hours, after-hours support, or on-call rotations based on assignment and business need. The role requires a professional, secure, and reliable remote work environment with dependable connectivity. A high school diploma or equivalent is required; an associate or bachelor degree in information technology or a related discipline is preferred. Typically, two to four years of help desk, service desk, end-user support, or comparable technical support experience is expected. Relevant ITIL Foundation, CompTIA, Microsoft, ServiceNow, or other technical certifications are preferred.

Requirements

High school diploma or equivalent.
Typically two to four years of help desk, service desk, end-user support, or comparable technical support experience.
Demonstrated experience supporting users remotely in a ticket-driven environment.
Demonstrated experience creating or maintaining technical documentation, knowledge articles, training material, or operating procedures.
Empathetic, professional communication, active listening, expectation setting, de-escalation, and ability to support employees at all organizational levels.
Structured problem-solving, diagnostic questioning, pattern recognition, independent judgment, and ability to distinguish symptoms from likely causes.
Working knowledge of incident, request, priority, escalation, service level, and knowledge management practices, with strong ticket hygiene and ownership.
Ability to create concise, accurate, repeatable, audience-appropriate technical documentation and training materials.
Ability to guide users remotely, use approved remote-control tools responsibly, and troubleshoot without physical access to devices.
Practical support knowledge of Windows endpoints, Microsoft 365 productivity and collaboration tools, identity and access, VPN/connectivity, mobile devices, printers, and peripherals.
Ability to organize undefined work, create standards and templates, identify service gaps, and develop repeatable Tier 1 practices.
Dependable attendance, timely shift transitions, calm response during priority incidents, and willingness to participate in assigned extended-hours coverage.
Ability to follow identity verification, least-privilege, data protection, and approved support procedures.
Ability to maintain a professional, secure, and reliable remote work environment with dependable connectivity.
Ability to manage competing priorities and sustain high-quality communication during elevated demand.

Nice To Haves

Associate or bachelor degree in information technology or a related discipline.
ITIL Foundation, CompTIA, Microsoft, ServiceNow, or other relevant technical certifications.

Responsibilities

Serve as a primary point of contact for support requests received through phone, chat, email, the self-service portal, and approved remote channels.
Log, categorize, prioritize, troubleshoot, resolve, and document incidents and service requests in the IT service management platform.
Deliver advanced Tier 1 support for endpoint, productivity, collaboration, identity, access, connectivity, peripheral, and approved software issues.
Provide priority response for business-critical users and services according to established severity, escalation, and communication procedures.
Participate in scheduled coverage, shift handoffs, after-hours support, or on-call rotations when assigned.
Use structured troubleshooting, documented procedures, and sound judgment to improve first-contact resolution and reduce avoidable escalations.
Own assigned tickets, provide status updates, confirm resolution, and ensure accurate closure notes.
Escalate issues outside Tier 1 scope with diagnostic information, business impact, actions attempted, error details, and next steps.
Help design, document, and mature the Tier 1 support model, including service scope, intake standards, support pathways, escalation criteria, quality expectations, and analyst workflows.
Develop intake questions, troubleshooting scripts, ticket templates, checklists, and resolution standards.
Identify recurring incidents, service friction, training needs, and process gaps, and recommend improvements.
Contribute to service metrics and quality reviews, including response and resolution performance, first-contact resolution, customer satisfaction, and ticket and escalation quality.
Support onboarding and readiness activities for new analysts, services, acquisitions, office integrations, and major technology changes.
Identify opportunities for self-service, automation, and request standardization.
Create, review, test, and maintain knowledge articles, standard operating procedures, runbooks, troubleshooting guides, and training content.
Document accurate prerequisites, steps, outcomes, escalation points, ownership, and revision information in clear, audience-appropriate materials.
Convert successful resolutions and recurring support patterns into reusable knowledge.
Partner with Tier 2, infrastructure, security, applications, and endpoint teams to capture support boundaries and complete knowledge transfer.
Periodically validate documentation for technical accuracy, usability, and lifecycle status.
Act as an informal escalation resource and mentor for Tier 1 Analyst I team members while remaining within role-based access limits.
Model strong ticket ownership, customer communication, troubleshooting discipline, security awareness, and documentation practices.
Provide peer guidance and share knowledge through demonstrations, job aids, coaching, and team discussions.
Collaborate with Digital Workplace and other technology teams to restore service and improve the employee experience.
Follow identity verification, least-privilege, data protection, and approved support procedures without bypassing controls.
Maintain a professional, secure, and reliable remote work environment and manage competing priorities during elevated demand.