IT Service Desk Analyst

About the role

Golden State is seeking a tech‑savvy, customer‑focused IT Service Desk Analyst to be the frontline champion of its IT organization. You will triage, troubleshoot, and resolve technology requests for business operations and venue staff, supporting a hybrid fleet of Windows 11 and macOS devices, SaaS applications, identity management systems, and network infrastructure.

Key responsibilities

• Monitor, triage, and respond to incoming IT tickets, Slack requests, and walk‑up inquiries.
• Drive end‑to‑end incident resolution and request fulfillment, documenting all actions.
• Diagnose and resolve Tier 1/2 hardware, software, cloud, network, and AV/telecommunication issues.
• Participate in daily IT stand‑ups and collaborate with other IT teams.
• Manage deployment pipeline: provisioning, imaging (JAMF/Intune), tracking, supporting, and decommissioning hardware assets.
• Author and maintain internal technical documentation and user‑facing knowledge‑base articles.
• Ensure data integrity, system privacy, and cybersecurity best practices through IAM and provisioning workflows.
• Provide game‑day and live‑event technical support as needed.

Required profile

• Bachelor’s degree in IT, Computer Science, or equivalent hands‑on experience.
• Minimum 2 + years in an enterprise IT support or Service Desk role.
• Strong communication and collaborative problem‑solving abilities.

Required skills

• Windows 11 and macOS operating systems, laptops, peripherals, and mobile devices.
• Imaging and provisioning tools: JAMF and Microsoft Intune.
• Identity providers: Okta, Azure AD/Entra ID, and legacy Active Directory.
• Google Workspace and Microsoft 365 enterprise applications.
• Core networking fundamentals: TCP/IP, DNS, DHCP, Wi‑Fi 6, VPN clients, basic VLAN troubleshooting.
• Unified communications tools: Zoom, RingCentral, Google Meet, Microsoft Teams.