IT Service Desk Analyst

This is a Full Time Job

About the Position

This is a full-time position based in San Francisco with occasional travel to Oakland, CA and Santa Cruz, CA.

Key Responsibilities
• Monitor, triage, and respond to incoming IT requests via our ticketing system, IT Support Slack channels, and walk-up requests
• Drive end-to-end incident resolution and request fulfillment, ensuring all tickets are thoroughly documented and timely resolved
• Diagnose and resolve Tier 1/2 hardware, software, cloud application, network connectivity, and AV/telecommunication issues in compliance with policies and federal and state regulations
• Actively participate in and occasionally facilitate daily IT team stand-ups, collaborating closely with other IT teams
• Manage the deployment pipeline, including provisioning, imaging (via JAMF/Intune tools), tracking, supporting and decommissioning hardware assets
• Author, update, and maintain internal technical documentation for IT staff and user-facing self-service knowledge base articles
• Maintain data integrity, system privacy, and cybersecurity best practices through secure identity access management (IAM) and provisioning workflows
• Provide game-day and live-event technical support and other duties as assigned

Required Skills
and Experience
• Bachelor's degree in IT, Computer Science, or equivalent practical hands-on experience
• Minimum of 2 years of experience in a dedicated enterprise IT support or Service Desk role
• Strong hands-on experience configuring and troubleshooting modern Windows 11 and macOS operating systems, laptops, peripherals, and mobile devices
• Familiarity with cloud-based Identity Providers (such as Okta or Azure AD/Entra ID) and legacy Active Directory
• Advanced proficiency supporting Google Workspace and Microsoft 365 enterprise applications
• Solid understanding of core networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi 6, VPN clients, and basic VLAN troubleshooting)
• Experience supporting unified communications and teleconferencing tools (Zoom, RingCentral, Google Meet, MS Teams) and physical conference room hardware
• Ability to adapt quickly to emerging SaaS tools, automation workflows, and evolving IT best practices
• CompTia A /Net , ITIL Foundations, and other relevant certifications preferred
• Excellent written and verbal communication; strong service orientation with the ability to build positive relationships with clients and peers at all levels within the organization
• Ability to balance multiple projects at once in a fast-paced work environment
• Ability to maintain a flexible schedule including early mornings, evenings, late nights, weekends, holidays, extended hours, and on call hours

Physical Demands
• Ability to sit/stand for long periods of time
• Ability to lift up to 50 lbs
• Ability to carry equipment of various sizes (computer monitors, laptops, boxes, etc.) for long distances and up and down stairs

Want to learn more about who we are and what we value? Visit www.warriors.com/employment

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