Help Desk Analyst

We are looking for a Help Desk Analyst to support end users across a mission-driven non-profit organization in Los Angeles, California. This contract opportunity with permanent potential is ideal for someone who enjoys hands-on technical support, communicates well with a wide range of users, and can balance ticket resolution with device preparation and deployment. The role will focus on delivering dependable day-to-day assistance in a Microsoft-based environment while helping maintain equipment readiness and user access. You will work across two nearby buildings and contribute to ongoing endpoint setup, account support, and workstation refresh efforts.

Responsibilities:
• Deliver first-line technical assistance by resolving common user issues related to login access, permissions, device setup, and general workstation support.
• Manage incoming service requests in a ticketing platform, prioritize daily support needs, and provide timely updates to users and internal stakeholders.
• Reset passwords and adjust user access rights to ensure employees can securely access the tools and systems they need.
• Prepare, image, configure, and upgrade laptops and desktops using Microsoft Intune and manual processes where needed.
• Wipe and sanitize hard drives, retire outdated equipment, and assist with hardware cleanup and replacement activities.
• Split time between hands-on ticket support and coordinating equipment ordering, staging, swapping, and deployment for end users.
• Provide on-site technical coverage for staff working in two buildings located across from one another.
• Support onboarding tasks by setting up accounts, devices, and Microsoft 365 access for new users.
• Assist with endpoint and identity-related work in a hybrid Microsoft environment that includes Active Directory, Microsoft 365, and Entra ID.
• Contribute to workstation standardization, security improvement efforts, and broader cloud readiness activities across multiple branch locations.

Qualifications:

• Experience providing Tier 1 or frontline help desk support in a Windows-based environment.
• Working knowledge of Active Directory, Microsoft 365, Windows 10, and basic desktop troubleshooting practices.
• Familiarity with service desk or ticketing systems such as Freshservice or similar platforms.
• Ability to handle repetitive support tasks with consistency, accuracy, and a strong customer service mindset.
• Comfortable performing hands-on hardware work, including imaging, device preparation, upgrades, and secure drive wiping.
• Experience supporting user accounts, password resets, onboarding tasks, and permissions management.
• Strong interpersonal and communication skills with the ability to build rapport and interact professionally with a broad user base.
• Exposure to hybrid infrastructure environments that include both on-premises systems and Entra ID is preferred.

Compensation

$22.80-$26.40 Hourly

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