<p>We are seeking a <strong>Tier 1 Help Desk Analyst</strong> to join our client's team in Downtown Los Angeles. The ideal candidate will possess strong troubleshooting skills on Windows devices, have experience with Freshservice ticketing systems, and can provide support both on-premises and remotely. Knowledge of Okta and deploying software is a plus. This role is perfect for someone motivated to deliver exceptional technical support and enhance the efficiency of our IT operations.</p><p><br></p><p><strong>Key Responsibilities</strong>:</p><ul><li>Respond to and resolve Tier 1 support requests, including technical issues on Windows-based devices, efficiently and professionally.</li><li>Manage and track customer inquiries through the Freshservice ticketing system, ensuring timely updates and resolution.</li><li>Provide remote and on-premises technical support for end-users, diagnosing and resolving technical challenges.</li><li>Assist with user account management, including basic support for Okta (e.g., login issues, MFA setup).</li><li>Troubleshoot network connectivity issues and common software-related problems.</li><li>Escalate advanced technical issues to higher-tier support when necessary while providing detailed documentation.</li><li>Maintain accurate records of identified solutions and technical processes.</li><li>Collaborate with internal teams to ensure software and hardware deployment aligns with business goals (optional but preferred skill area).</li></ul>

<p><strong>Required Qualifications</strong>:</p><ul><li>Proven experience in troubleshooting and technical support for Windows devices.</li><li>Familiarity with Freshservice or similar ticketing system for managing support workflows.</li><li>Ability to provide effective technical support remotely and on-site.</li><li>Excellent communication skills, both written and verbal, with a customer-first mindset.</li></ul><p><strong>Preferred Qualifications</strong>:</p><ul><li>Experience supporting Okta functionalities, including account setup and troubleshooting.</li><li>Background in deploying software to end-user devices.</li></ul>

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