Service Desk Analyst - Carlsbad , CA

Job Title: Support Desk Analyst

Job Duration: 6 Months – Long term

Job Location: Carlsbad, CA – Onsite 5 days/week

The Support Desk Analyst is responsible for providing efficient, timely, and high-quality Level 1 technical support to end-users of Callaway information systems.

• Perform computer operational maintenance including installation, setup, configuration, troubleshooting, and optimization of client computer systems, peripherals, and components.
• Consistently demonstrate professional and superior customer service and soft skills.
• Communicate clearly and effectively with teams, peers, and customers.
• Create and update incidents within the ticket tracking system, including detailed incident and resolution information.
• Configure and support anti-virus/anti-malware software; promptly address any reported security breaches.
• Update existing documentation as needed and create standard operating procedures and support KBs.
• Maintain assets (laptops, workstations, mobile devices, etc.) and update inventory lists.
• Support new hire account creation, computer set‑up and user orientation as needed.
• Ensure critical support issues are escalated appropriately with internal and external resources to meet or exceed agreed SLA guidelines.
• Identify and troubleshoot problems individually or as part of a team, providing basic problem analysis and solution implementation following established technical guidelines.
• Comply with department standards, SLAs, and procedures required by IT SOX and security compliance.
• Maintain and enhance knowledge of business and industry.
• Support termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc.
• Use the company’s ITSM system to record thorough notes and fully document customer interactions in tickets.
• Manage tickets via the Support Desk dashboard to ensure time‑to‑first‑response SLAs are met.
• Regularly monitor the Support Desk ticket queue to triage tickets, monitor/prioritize for ticket aging.
• Appropriately escalation incidents affecting multiple users or sites to Management, per the company’s escalation matrix.
• Perform all other duties assigned by the Technical Lead, Supervisor, and/or Manager.

• Exceptional customer service and soft skills.
• Proficiency with Microsoft Windows desktop OS and Microsoft Office Suite.
• Working knowledge of Mac/OS X and iOS.
• Working knowledge of Active Directory and Microsoft Windows domain environments.
• Installation, configuration, troubleshooting, and optimization of moderately complex systems and components.
• Experience with Microsoft Office 365 user administration.
• Ability to recognize and analyze system issues and identify resolutions or escalations.
• Basic knowledge of ERP technologies and platforms – SAP optional but preferred.
• Recognition and troubleshooting of system performance warnings, alerts, and errors.
• Basic understanding of requirements and techniques for integrating disparate systems or technologies.
• Ability to work independently and prioritize multiple tasks to support business critical processes and SLAs in a fast‑paced environment.
• Basic understanding of third‑party application support and troubleshooting.
• Strong logic, problem‑solving, and attention to detail.
• Experience with multifunction printers and scanners.
• Minimum basic working knowledge of network concepts; DNS, DHCP, IP, MAC addresses.

• Minimum 2 years of IT Support Desk experience.
• Relevant IT certifications (A+, Microsoft, customer‑service training) optional but preferred.
• On‑site 5 days in Carlsbad, CA office.

Associate

Contract

Information Technology

IT Services and IT Consulting