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IT Service Desk Analyst

Carlsbad, CA

Order: 76176

We are currently looking for an IT Service Desk Analyst to work for a sport company in the Carlsbad area. In this role you will serve as the main point of escalation for all support incidents required for Tier 2 support. If you have 3 plus years of experience, then we are looking for you to join the team.

Essential Function

  • Escalate all unresolved support incidents to regional or global SMEs. Provide customer-focused support centered on communication and follow-through.

  • Provide mentorship and enablement to teammates in the resolution of more advanced problems.

  • Organize, lead, and track projects to timely completion while upholding all Service Desk best practices, protocols, and service level agreements

  • Assist Regional Site Manager with asset tracking, inventory management, and hardware and software deployments to the end-user base as needed

  • Manage Service Desk queue flow by properly prioritizing tickets and communicating with the team

  • Participate in off hours on-call rotation

  • Other Duties as assigned

Qualifications

  • Bachelors Degree in Computer Science or related field

  • 3+ years of experience providing end-user support to a large end-user base

  • Knowledge of Microsoft Windows, Office 365 suite including Teams, Active Directory administration, as well as macOS and iOS

  • Experience with computer imaging processes, Symantec Endpoint or Microsoft Defender, and Adobe Creative Suite

  • Hands-on experience with troubleshooting basic network protocols and services such as IP, DNS, and DHCP

  • Familiarity with Dell, HP, and Apple laptops & desktops, iPhones, Cisco Meraki network equipment, and MDM

 

NOTE: Suna Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

 

Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.