Help Desk Analyst

Join the Orange County Employees Association as a Help Desk Analyst in Santa Ana, CA (hybrid). This role supports employees with reliable, hands-on IT help by resolving technology issues and managing support tickets. The position offers a salary of USD 68,000 to 69,000 per year, along with benefits that support your day-to-day life and long-term planning, including 401(k), dental insurance, an employee assistance program, flexible schedule, paid time off, and relocation assistance.

What you’ll do

• Respond to support requests, manage customer support tickets, and document troubleshooting steps and outcomes in help desk systems.
• Diagnose and resolve issues across Windows and macOS, Microsoft Office, computer hardware, and related software, providing desktop and hardware support.
• Troubleshoot networking and IT infrastructure, including LAN, TCP/IP, DNS, VPN, and firewall connectivity.
• Support Windows Server, Linux, Active Directory management, computer management, and mobile devices, with escalation for more complex problems when needed.
• Provide responsive technical support and customer service, using analysis to identify causes and clearly explain solutions.

What you bring

• Experience or a demonstrated ability in IT, technical, desktop support, equipment troubleshooting, software troubleshooting, and network troubleshooting.
• Working knowledge of Windows, macOS, Linux, Microsoft Office, computer hardware, operating systems, and help desk systems.
• Familiarity with Active Directory management, Microsoft Windows Server, VPN, firewall concepts, TCP, TCP/IP, DNS, and LAN.
• Strong communication skills, effective customer support ticket management, and the ability to prioritize requests and document work accurately.

Tools and technologies

Windows, macOS, Linux, Microsoft Office, Windows Server, Active Directory, help desk systems, LAN, TCP/IP, DNS, VPN, firewall.