Helpdesk Analyst

Kinder's•Walnut Creek, CA

6d•Hybrid

About The Position

Kinder’s is seeking a proactive, service-oriented Technology Analyst – IT Help Desk to support employees and help keep them connected, productive, and supported. As a member of the Technology team, this person provides hands-on technical support, troubleshoots hardware and software issues, and helps ensure employees have the technology and tools needed to do their work. The role suits someone with a strong IT support foundation, a problem-solving mindset, and a commitment to a positive employee experience. It operates in a fast-paced, evolving environment where priorities may shift and collaboration is important, with opportunities to help develop scalable technology processes as the business grows. The role provides Tier 1 and Tier 2 support, supports technology operations and systems, coordinates employee onboarding and offboarding technology needs, and contributes to process improvement and IT security. It also involves working with internal stakeholders and external technology partners to maintain a secure, reliable, and scalable IT environment.

Requirements

At least 3 years of experience in IT help desk, desktop support, technical support, or a related technology support role.
Strong working knowledge of Windows operating systems, Microsoft 365 applications, and common business technology platforms.
Experience troubleshooting hardware, software, networking, connectivity, and user access issues.
Familiarity with IT ticketing systems, incident management, and technical support best practices.
Experience with user account administration, Microsoft Entra ID (Azure AD), Active Directory, or similar identity management platforms.
Working knowledge of endpoint management tools, device provisioning, and basic IT security practices.
Strong analytical and troubleshooting skills, including the ability to independently diagnose and resolve technical issues.
Excellent communication and interpersonal skills, including the ability to explain technical concepts clearly and approachably.
Strong organizational skills and ability to prioritize competing requests in a fast-paced environment.
Customer-service mindset, strong accountability, and willingness to take initiative.
Ability to collaborate across departments while maintaining confidentiality and professionalism.

Responsibilities

Provide timely, professional Tier 1 and Tier 2 support, resolving hardware, software, network connectivity, and system access issues.
Troubleshoot technical incidents involving laptops, desktops, mobile devices, printers, peripherals, and collaboration tools.
Manage incoming requests through the IT ticketing system, ensuring timely resolution, accurate documentation, and effective communication.
Diagnose recurring issues, identify root causes, and recommend solutions to improve reliability and employee productivity.
Escalate complex issues to internal teams or external vendors while maintaining ownership of the employee experience.
Support the configuration, deployment, maintenance, and troubleshooting of employee hardware, software, and technology equipment.
Assist with administration and support of Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and related productivity applications.
Support user account management, access permissions, password resets, and authentication troubleshooting across enterprise systems.
Assist with device management, software installations, operating system updates, and endpoint security requirements.
Maintain accurate IT asset inventories, equipment assignments, and technology documentation.
Coordinate technology setup for new hires, ensuring equipment, applications, and system access are ready for their first day.
Partner with People & Culture and business leaders to deliver a seamless technology onboarding experience.
Manage technology-related offboarding, including account deactivation, equipment recovery, and access removal in accordance with company policies.
Provide employees with training and guidance on technology tools, best practices, and self-service resources.
Identify opportunities to improve help desk workflows, support processes, and technology service delivery.
Develop and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
Support IT security practices, including multifactor authentication, endpoint protection, access controls, and data security protocols.
Assist with technology upgrades, system implementations, and cross-functional IT projects.
Collaborate with internal stakeholders and external technology partners to support a secure, reliable, and scalable IT environment.