Overview

TITLE: IT Support Analyst 111/ Service Desk Technician L3

Location: Westlake Village, Ca 91361

100% On Site is required 5 days a week and On-Call rotation is required/as needed.

Salary: $65-$80K – possibly Contract to Hire instead

Citizenship: US or proof of Legal/Permanent Resident Green Card

SEE Q&A BELOW

About the job

The purpose of the IT Support Analyst role is to provide technology support to the business and end users in a timely manner, provide support for Development Operations initiatives, develop, and contribute to documented processes and Standard Operating Procedures (SOP’s) – as well as to help monitor computer network issues, and operate software to protect computer systems infrastructure.

This position is based in our client’s Westlake Village, CA office and requires on-site presence five days per week. Participation in the after-hours on-call rotation is also required . Work schedules may be adjusted as needed to meet evolving business and support requirements.

Responsibilities

Primary Accountabilities :
Analyze data trends and identify problem areas, and devise and deliver solutions to enhance the quality of service / security to help prevent future problems / incidents.

Conduct research on emerging products, services, protocols, and standards in support of technology related efforts, and provide regular updates to management.
Provide Level 3 (L3) technology support to the business and end user issues.
Monitor and/or respond to IT issues such as phishing emails, EDR quarantines and other related operational Cybersecurity issues.
Coordinate and/or perform hands-on fixes at the desktop and server level, including installing and upgrading software, installing hardware, implementing file backups, addressing malware and virus issues, and configuring systems and applications.
Monitor and test fixes to ensure problems have been adequately resolved.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Track and analyze trends in IT Security operational data (e.g., O365, Cisco AMP, etc.).
Provide after-hours support for regular issues and/or for issue escalations.
Assist with the development and dissemination of Quick Reference Guides (QRG’s), user guides, work instructions and FAQ lists for end users and colleagues.
Support users and systems in multiple time zones including all U.S. time zones and Rotterdam.
Other duties as assigned

Qualifications

Experience, Knowledge & Skills You Bring:

3- 5+ years of progressive experience in IT support , with a strong foundation in troubleshooting and problem resolution
Working knowledge of IT Security fundamentals and operational tools (e.g., O365, Cisco AMP, EDR)
Familiarity with corporate applications (e.g., SAP, I2, TPM) and identity management tools (e.g., Active Directory, SailPoint, OKTA)
Understanding of the ITIL framework and experience with its implementation
Experience supporting global teams across multiple time zones
Proficiency in system imaging (attended/unattended) and basic SharePoint site design
Strong analytical, problem-solving, and data interpretation skills
Ability to prioritize, multitask, and manage multiple workstreams effectively
Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users
Technical writing skills for creating SOPs, work instructions, and user guides
Research and solution development for a wide range of IT issues
Attention to detail and commitment to quality service delivery
Proficiency in Microsoft Office Suite: Excel (including pivot tables and charts), Word, PowerPoint, Visio, Project, and SharePoint
Experience with ServiceNow and Visual Basic for Applications (VBA) is a plus
Knowledge of cybersecurity monitoring and response tools
Ability to track and analyze IT operational and security data

What You’ll Need to Succeed

Passionate about a purpose driven career
Positive attitude and good customer service skills
Passionate about collaborating respectfully in diverse and inclusive team environments
Proactively seeks feedback and continuously improves work quality
Consistently adheres to ethical standards and maintains transparency
Actively contributes to achieving collective team goals

Education & Certifications

Bachelor’s degree in Information Systems, Computer Science, or related field preferred
If no degree, must have 5+ years of relevant experience
Certifications: A+, Network+, Security+ or other related certifications preferred

Physical Requirements

Ability to sit and use the computer for extended periods of time; ability to answer phones and use a variety of office equipment; ability to lift 50 pounds and reach overhead; ability to stand for prolonged periods.
Ability to regularly sit, stand, climb, balance, stoop, walk, kneel, crouch, crawl, use hands to manipulate tools and equipment, and repetitively reach with hands and arms.

Travel Requirements

Occasional travel may be required

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Salary Scale: $ 65,000 to $ 80,000

Our client is committed to paying our Associates fairly and equitably. The pay rate offered will consider a wide range of factors, including but not limited to experience, education, accomplishments, and location. Pay scales are subject to review on a regular basis and will be updated as appropriate.

Q&A

APPLICATION QUESTIONS

Legal Name & Preferred Name or Nickname:
Best Contact Info (Cell & email):
Your Linked In:
Why looking for a new job:
Availability for interviews and a new job:
Where do you live (City, State, Zip):
Desired geographical work location:
Are you open to 100% onsite 5 days a week and on-call rotation as required:
Are you open to relocation if required:
Are you open to travel if needed and have an active passport if needed:
Are you authorized to work in US (Please indicate US, Green Card or Other):
Hourly & Salary Expectations: (We need a range) $
Sizes of staff managed and their titles (include # of direct reports):
Budgetary Responsibility: $
Education/Certs/Degrees (also indicate which certs are active):
Who Referred You/ How Did You Hear About Job/ DKKD Staffing:

Q&A/ JOB SCREENING QUESTIONS:

Do you have 3 – 5+ years of progressive experience in IT support, with a strong foundation in troubleshooting and problem resolution?
Do you have working knowledge of IT Security fundamentals and operational tools (e.g., O365, Cisco AMP, EDR)?
What familiarity do you have with corporate applications (e.g., SAP, I2, TPM) and identity management tools (e.g., Active Directory, SailPoint, OKTA)?
- How many years of experience and how recent?
- Please also provide any examples of work or point out where it is on your resume:
What have you done with ITIL framework and experience with its implementation?
- How many years of experience and how recent?
How many years of experience supporting global teams across multiple time zones and how recent?
On a scale of 1-10, what is your proficiency in system imaging (attended/unattended) and basic SharePoint site design and how recent?
Please provide an example of excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users:
Are you able to provide examples of technical writing skills for creating SOPs, work instructions, and user guides?
Please provide an example of research and solution development for a wide range of IT issues:
How many years of experience do you have in proficiency in Microsoft Office Suite: Excel (including pivot tables and charts), Word, PowerPoint, Visio, Project, and SharePoint and how recent?
Do you have experience with ServiceNow and Visual Basic for Applications (VBA)?
- When and where?
How many years of experience do you have with cybersecurity monitoring and response tools?
Have you also tracked and analyzed IT operational and security data?
- When and where?

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Tagged as: Desktop, Helpdesk / ServiceDesk, Information Systems/ Technology, Security

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IT Support Analyst 111/ Service Desk Technician L3