American Pacific Mortgage

Desktop Support Analyst

American Pacific Mortgage

full-time

Posted on:

Location Type: Office

Location: Roseville • California • 🇺🇸 United States

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Salary

💰 $27 - $35 per hour

Job Level

JuniorMid-Level

Tech Stack

AndroidAzureiOSITSMMacOS

About the role

  • Monitor the ITSM ticketing system; assign, resolve, or escalate incoming requests.
  • Provide remote and onsite support for hardware, software, networking, and account-related issues within established SLAs.
  • Assist users with technical needs and general inquiries.
  • Perform account management tasks, including onboarding, offboarding, and access adjustments.
  • Manage and track IT assets, including imaging, deployment, break/fix, and inventory updates.
  • Lift, move, and set up hardware such as PCs, monitors, and printers.
  • Process RMAs and coordinate with vendors for hardware replacement.
  • Conduct basic server, network, and UCaaS administration when required.
  • Maintain accurate ticket documentation, troubleshooting notes, and follow-up communication.
  • Collaborate with engineering teams to resolve escalated or recurring technical issues.
  • Create and update technical documentation, job aids, and knowledge base articles.
  • Perform additional duties as assigned by management.

Requirements

  • 2+ years of experience in a Tier 1 IT Help Desk or desktop support environment.
  • Hands-on experience troubleshooting Windows hardware, drivers, and components.
  • Proficiency in: Windows 10+ Enterprise & macOS
  • Microsoft Office 365 Suite
  • Microsoft 365 Administration
  • Microsoft Intune
  • Microsoft Exchange
  • Active Directory / Azure AD hybrid environments
  • Networking fundamentals (wired/wireless)
  • Android & iOS mobile devices
  • Printers (network and local)
  • Antivirus tools
  • Remote support platforms

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingWindows 10macOSMicrosoft Office 365Microsoft 365 AdministrationMicrosoft IntuneMicrosoft ExchangeActive DirectoryAzure ADnetworking fundamentals
Soft skills
communicationcollaborationproblem-solvingcustomer servicetime management