Level 2 Help Desk Analyst

Irvine California
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 12 days ago

The La Jolla Group is a worldwide leader in the action sports apparel business segment with a fast paced, high energy environment that is continually on the move. With prominent brands such as O’Neill, Spiritual Gangster, and Hang Ten, La Jolla Group has proved to be a builder of great brands, a creator of innovative products, and a master of operational excellence.
Join our team and enjoy a casual work environment, onsite gym, discount on clothes, summer hours and employer provided lunches and fruit! We believe our employees are our strongest asset and invest in their growth by focusing on developing their strengths.

Senior Help Desk Analyst

We are looking for an experienced support professional that has hands on experience with PCs and Macs, likes to take on new challenges, and can research and resolve complex issues. As the Help Desk point person, you’ll troubleshoot, resolve, and document user issues on company supported applications and hardware, escalate issues as needed, and maintain the hardware inventory for use in refresh activities. Beyond just help desk duties you’ll help maintain SOPs and create knowledgebase docs, install and configure IT equipment, and work on other project-based initiatives. With a wide array of physical and virtual hardware, cloud-based projects, and a retail environment, you’ll have opportunities to grow in virtually any area that interests you.


⏵ Provide first level support for headquarters, remote users, and retail stores

⏵ Monitor and reply timely to support requests received through Help Desk process

⏵ Document troubleshooting and resolution steps

⏵ Create new users and deploy their workstations

⏵ Install, configure and maintain desktops, laptops, printers and other workstation related hardware

⏵ Maintain and upgrade company approved software on supported hardware

⏵ Participate in IT related projects

⏵ Maintain documentation on company assets, processes, policies

⏵ Act as liaison between retail team and third-party support

⏵ Provide computer, phone, core application orientation to new company staff

⏵ Assist senior IT team as needed

⏵ Communicate regularly with senior IT team on open issues and projects


⏵ Perform hardware and software installations for retail locations

⏵ Actively participate in finding new and/or better solutions to company IT environment

⏵ Maintain warehouse related hardware and software (scan guns, Zebra printers, etc.)

⏵ Develop business and technical writing skills

LJG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, protected veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information and any other characteristics protected by law.

⏵ At least 3 years relevant work experience supporting >100 user environment

⏵ Aptitude for providing excellent customer service

⏵ Good communication, problem solving skills and telephone etiquette

⏵ Ability to use Help Desk standards and follow guidelines, as well as help others interpret policy

⏵ At least one industry certification or related degree

⏵ Strong troubleshooting skills on unfamiliar technologies

⏵ Ability to lift 40 lbs.

⏵ Ability to work in awkward positions for short periods of time

⏵ Working vehicle for possible travel to retail stores

⏵ Experience supporting these technologies preferred:
1. Windows 10 and Mac operating systems
2. Microsoft Office 365 administration
3. Microsoft Office suite of applications
4. PowerShell or other scripting language
5. SCCM software and OS deployment
6. Web-based tools like Zendesk, Samanage, Wrike
7. Office 365 applications (Teams, SharePoint, OneDrive)
8. Retail Pro v9
9. Adobe Creative Cloud
10. Full Circle
11. Retail store hardware/software