IT Support Analyst (Contract – Onsite – Pasadena, CA)

A premier client in the energy solutions industry is seeking a highly skilled and customer-focused IT Support Analyst (Contract – Onsite – Pasadena, CA) to join their IT team. This contract position, located in Pasadena, California, is integral to providing essential support for critical operations, ensuring seamless technology experiences for end-users. The ideal candidate will possess strong problem-solving abilities, effective communication skills, and a proactive approach to service delivery, all of which will align successfully within the organization’s collaborative and results-oriented environment.

IT Support Analyst (Contract – Onsite – Pasadena, CA)

Location: Pasadena, CA – This is an Onsite role, requiring regular presence at the designated facility.

Employment Type: Contract

Industry: Computer and Mathematical / Energy Solutions

What You’ll Be Doing: Core Responsibilities Defining the Role

As a representative and integral member of the IT team, the IT Support Analyst, reporting to the IT Support Manager, will deliver customer-focused services crucial for supporting the company’s operations. This role is highly hands-on and critical for maintaining the daily functionality of IT systems for all end-users. Your primary duties and responsibilities will include:

• Comprehensive End-User Support and Troubleshooting: You will be the first point of contact for a wide array of end-user IT needs, providing direct desktop support for hardware and software issues. This encompasses a broad spectrum of tasks, including diagnosing and resolving problems with desktop and laptop computers, performing hardware upgrades (e.g., RAM, storage drives), executing software upgrades and installations, and troubleshooting local network connectivity issues for individual workstations. Your ability to quickly identify, diagnose, and resolve technical challenges efficiently will be paramount to minimizing user downtime.
• Peripheral and Mobile Device Support: Your responsibilities will extend to providing dedicated support for a variety of peripherals and mobile devices. This includes ensuring the proper functioning and maintenance of printers (troubleshooting connectivity, paper jams, print quality issues, driver installations), as well as supporting and troubleshooting issues related to Android and iOS mobile devices (e.g., email configuration, application support, network connectivity, basic device setup). Your versatility in handling diverse device types will be essential.
• Incident and Service Request Management Lifecycle: You will manage the entire lifecycle of IT incidents and service requests within the ManageEngine system (or similar ITSM platform). This includes the initial reception of Incidents/Service Requests from users via various channels, accurate classification and prioritization of tickets based on impact and urgency, and efficient escalation of tickets to appropriate resolution groups (e.g., network team, server team, application specialists) or assignment to providers (third parties) for specialized support. Crucially, you will be responsible for ticket follow-up to ensure timely resolution and ticket closure once issues are confirmed resolved. You will ensure all activities are meticulously tracked in the incident management application to maintain a clear audit trail and facilitate reporting.
• Vendor and Inventory Coordination: A significant administrative component of this role involves coordinating warranty repairs with vendors for faulty hardware, ensuring that equipment is serviced or replaced efficiently to minimize operational disruption. Furthermore, you will be responsible for meticulous inventory management of various IT assets, including hardware (HW), software (SW) licenses, and mobile devices. This involves tracking assets from procurement through deployment and retirement, ensuring accuracy in inventory records and supporting asset lifecycle management.
• Documentation and Knowledge Management: You will play an active role in creating and maintaining essential knowledge base articles. This includes generating and maintaining Standard Operating Procedures (SOPs) and Frequently Asked Questions (FAQs) within the ManageEngine system to empower users and streamline support processes. Additionally, you will be responsible for maintaining comprehensive documentation of sites, equipment, software, processes, and procedures, ensuring that critical information is current, accessible, and accurate for team reference and operational consistency.
• Compliance and Service Delivery Standards: You will ensure the consistent and effective delivery of all IT support services while rigorously maintaining compliance with corporate policies and procedures. This means adhering to established guidelines for security, data handling, system access, and service delivery frameworks. You will consistently follow company procedures, processes, and guidelines in all your daily activities, upholding the integrity and standards of the IT department.
• Administrative Duties and Collaboration: You will assist in a variety of administrative duties as needed, supporting the overall efficiency of the IT department. You will work closely with the IT Support Manager and other team members, contributing to a collaborative environment focused on customer satisfaction and continuous improvement.

What’s Needed: Essential Knowledge, Skills & Abilities

To succeed in this IT Support Analyst role in Pasadena, CA, you’ll need a strong blend of technical expertise, problem-solving prowess, and excellent interpersonal skills. We are looking for a candidate who brings the following qualifications:

• Customer-Focused Orientation with Strong Customer Service Skills: You must possess a profound customer focus orientation coupled with strong customer service skills. This means genuinely understanding user needs, empathizing with their challenges, and providing courteous, patient, and effective support. Your ability to build rapport and ensure a positive user experience is paramount.
• Strong Organizational and Time Management Skills: In a fast-paced IT environment with multiple incoming requests, strong organizational and time management skills are crucial. You must be able to prioritize tasks effectively, manage your workload, meet deadlines, and handle multiple incidents simultaneously without compromising quality or efficiency.
• Highly Developed Problem-Solving Abilities: You will demonstrate highly developed problem-solving abilities. This includes the capacity to systematically diagnose technical issues, break down complex problems into manageable steps, identify root causes, and implement effective, lasting solutions. Your analytical thinking will be key to resolving diverse IT challenges.
• Effective Written and Oral Communication Skills: You must possess effective written and oral communication skills. This includes the ability to clearly explain technical issues and solutions to non-technical users, document procedures concisely, communicate professionally with vendors, and effectively collaborate with team members. Clarity and conciseness in communication are essential for efficient support.
• Promotion of Quality, Integrity, Reliability, and Teamwork: You will embody and promote qualities such as integrity, reliability, and teamwork. This means a commitment to delivering high-quality support, maintaining ethical standards, being dependable in your responsibilities, and actively contributing to a positive, collaborative team environment.
• Practical Experience Across Key IT Domains: You must have demonstrable experience with:
  • Hardware & Software Support & Troubleshooting (Windows): Extensive hands-on experience in supporting and troubleshooting a wide range of hardware and software issues, specifically within the Windows operating system environment (e.g., Windows 10, Windows 11, Windows Server basics).
  • Printer Support & Maintenance: Proven experience in troubleshooting, maintaining, and supporting various types of printers, including network printers, local printers, and multi-function devices.
  • Computer Infrastructure and Networking: A solid understanding of basic computer infrastructure and networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi connectivity, and network cabling.
  • Outlook and Microsoft Office 365: Proficiency in providing support for Microsoft Outlook (email client) and the broader Microsoft Office 365 suite (Word, Excel, PowerPoint, Teams, OneDrive), including user setup, common application issues, and synchronization problems.
  • Android & iOS Support: Experience in supporting and troubleshooting issues on both Android and iOS mobile devices, including setup, configuration, connectivity, and basic application support.

Education and Experience: Your Background

To be considered for this role, candidates should meet the following educational and experiential criteria:

• Academic Qualification and Experience: A degree in Computer Science or a similar relevant field from an accredited institution is required, combined with a minimum of 5+ years of related experience in an IT support or helpdesk role. This blend of academic grounding and practical experience is crucial.
• Industry Certifications (Asset): While not mandatory, industry-recognized certifications would be a significant asset to your application. This includes certifications such as CompTIA A+ (demonstrates foundational IT skills), CompTIA Network+ (validates networking knowledge), Microsoft Certified Professional (MCP), Microsoft Certified Solutions Associate (MCSA), or ITIL (Information Technology Infrastructure Library) (demonstrates understanding of IT service management best practices).

Work Conditions & Physical Demands

This role in Pasadena, CA, operates within typical office environments and entails certain physical demands:

• Fast-Paced Environment: Capable of working effectively and maintaining composure in a fast-paced environment with varying demands and priorities.
• Stationary Position: The person in this role will primarily operate in a stationary position for significant portions of the day, often at a desk using a computer.
• Occasional Movement: The person in this position will occasionally move about inside the office to access file cabinets, office machinery, user workstations, or other equipment.
• Constant Computer Operation: Will constantly operate a computer and other office productivity machinery, such as calculators, copy machines, and printers, throughout the workday.
• Office Environment: While performing the duties of this job, the employee will typically be in a professional office environment. The noise level in the work environment is usually moderate.
• Routine Travel: Travel may be required on a routine basis, likely within the local area to different company sites or to pick up/drop off equipment.

If this IT Support Analyst role in Pasadena, CA, aligns with your customer-focused approach, technical skills, and experience in IT support, we encourage you to learn more about this exciting contract opportunity. This is a chance to join a leader in the energy solutions industry and make a direct impact on operational efficiency.

To take the next step in your career, click “Apply Now.” A dedicated recruiter will be in touch with you promptly to discuss this great opportunity in detail, answer any questions you may have, and guide you through the application process. We look forward to speaking with you and exploring how your expertise can contribute to our team!