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 and productive. The role provides hands-on technical support, troubleshoots hardware and software issues, and ensures employees have the technology and tools needed to do their work. The successful candidate will bring a strong IT support foundation, a problem-solving mindset, and a commitment to providing an excellent employee experience in a fast-paced, evolving environment.

The position supports Tier 1 and Tier 2 requests, employee technology operations, Microsoft 365 applications, user accounts, devices, and IT security practices. It also coordinates technology onboarding and offboarding, maintains IT documentation and asset records, and contributes to improvements in support processes and IT projects. The role works with employees, internal teams, business leaders, and external technology partners.

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 and 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 accessibly.
• Strong organizational skills and ability to prioritize competing requests in a fast-paced environment.
• Customer-service mindset, accountability, and willingness to take initiative.
• Ability to collaborate across departments while maintaining confidentiality and professionalism.

Responsibilities

• Provide timely Tier 1 and Tier 2 support for hardware, software, network connectivity, and system access issues.
• Troubleshoot laptops, desktops, mobile devices, printers, peripherals, and collaboration tools.
• Manage incoming support requests through the IT ticketing system, documenting issues and resolutions and communicating with employees.
• Diagnose recurring issues, identify root causes, recommend solutions, and escalate complex issues while retaining ownership of the employee experience.
• Configure, deploy, maintain, and troubleshoot 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 accounts, access permissions, password resets, and authentication troubleshooting.
• 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 and partner with People & Culture and business leaders to support onboarding.
• Manage technology offboarding activities, including account deactivation, equipment recovery, and access removal according to company policies.
• Provide employee training and guidance on technology tools, best practices, and self-service resources.
• Identify improvements to 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.

Benefits

• Paid time off
• 401(k)
• Bonus or incentive eligibility
• Equity grants
• Competitive health benefits
• Family-friendly benefits, including parental leave
• Flexibility to work outside the office when needed

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed