Principal IT Analyst

ASTRO PAK LLC•Costa Mesa, CA

13h•$40 - $44•Onsite

About The Position

The Principal IT Analyst is the highest level of frontline IT support within the organization and serves as a technical leader and escalation point for complex and high-impact issues. This role is responsible for resolving advanced technical problems, leading root cause analysis, improving IT support processes, and mentoring Tier 1 and Tier 2 analysts. The Principal IT Analyst works closely with cross-functional teams to enhance system reliability, security, and user experience while ensuring compliance with regulatory requirements. This position is based on site at our corporate office in Costa Mesa, California.

Requirements

Bachelor’s degree in technical discipline with a minimum of 5 years of relevant IT experience, or an equivalent combination of education, formal training, and extensive hands-on experience acquired through on-the-job training or apprenticeship programs
Prior experience in a help desk or IT support role with demonstrated progression into advanced troubleshooting and escalation support
Expert ability to resolve complex, high-impact technical issues across enterprise IT environments
Strong experience with Microsoft 365, Azure, identity platforms, endpoint management, and networking fundamentals
Proven ability to lead root cause analysis and drive long-term corrective actions
Strong documentation skills and experience designing IT support processes and standards
Ability to communicate complex technical concepts clearly to both technical and non-technical audiences
Demonstrated leadership and mentoring capabilities
High level of organization, attention to detail, and accountability
Ability to work independently and manage multiple priorities with minimal direction
Strong customer service mindset and professionalism
Passion for learning and implementing new technologies
Legal capacity to comply with federally mandated requirements of the U.S. Export Control Laws

Nice To Haves

Bilingual in Spanish preferred

Responsibilities

Respond to and resolve internal employee technical issues in a timely, efficient, and professional manner, seeing issues through to resolution or appropriate escalation
Serve as the primary escalation point for complex and high-impact issues from Tier 2 support
Perform advanced troubleshooting across endpoint management, identity and access platforms, Microsoft 365, Azure, and networking components
Develop, manage, and improve technical solutions for software, hardware, system configurations, and IT architecture
Lead root cause analysis for recurring incidents, system instability, and major outages; document findings and corrective actions
Design, document, and continuously improve IT support processes, standards, and escalation procedures
Provide technical leadership, guidance, and mentorship to Tier 1 and Tier 2 IT analysts
Partner with infrastructure, security, and application teams to resolve cross-functional technical issues and implement improvements
Evaluate tools, configurations, and policies to improve system reliability, security posture, and user experience
Document all support requests, changes, troubleshooting steps, resolutions, and time spent in the help ticketing system
Maintain confidentiality of all personal and company information encountered in the course of work
Analyze and implement IT projects in compliance with U.S. Export Control Laws