We are looking for a Help Desk/Desktop Support Analyst to provide hands-on technical assistance for end users in California. This Long-term Contract position supports a high-tech organization in the pharm/biotech sector, with a focus on delivering responsive desktop support, account administration, and device readiness in a Windows-based environment. The role is ideal for someone who combines strong troubleshooting ability with effective communication and a customer-first approach.
Responsibilities:
- Deliver first- and second-level support for desktop, laptop, and workplace technology issues, resolving user requests efficiently and professionally.
- Administer Microsoft 365 services and user accounts, assisting with access, configuration, and day-to-day platform support.
- Manage Active Directory tasks such as account updates, permissions coordination, and basic identity-related troubleshooting.
- Prepare, configure, and deploy laptops and other end-user devices to support new hires, replacements, and refresh activities.
- Support onboarding and offboarding activities by setting up or removing accounts, devices, and access in alignment with internal procedures.
- Troubleshoot hardware and software problems across Windows 10 environments, documenting work performed through service desk ticketing tools.
- Provide support for identity and access management processes, escalating more complex issues to specialized IT teams when needed.
- Partner with infrastructure and application teams to route unresolved incidents appropriately and maintain a high standard of white-glove end-user service.
- Experience supporting and administering Microsoft 365 in an enterprise environment.
- Working knowledge of Active Directory, including user account maintenance and access support.
- Background providing Tier 1 and Tier 2 desktop support for Windows-based users.
- Ability to diagnose and resolve common hardware, software, and operating system issues.
- Experience provisioning and deploying laptops and other end-user devices.
- Strong customer service, communication, and end-user support skills in a detail-oriented setting.
- Comfortable using service desk ticketing systems and knowing when to escalate issues.
- Exposure to regulated industries, SharePoint, Intune, NetSuite, or healthcare/life sciences environments is a plus.