Analyst, IT Service Desk

External

Goldenstate · San Francisco, CA

Full-timeOn-siteToday

AzureComplianceDNSDocumentationIAMTCP/IP

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About the role

Golden State is looking for a tech-savvy and customer-centric IT Service Desk Analyst to serve as the frontline champion of our IT organization. In this role, you will triage, troubleshoot, and resolve incoming technology requests for Golden State business operations and Chase Center venue staff. You will work across a modern enterprise environment supporting a hybrid fleet of Windows 11 and macOS devices, SaaS productivity applications, identity management systems, and network infrastructure. To be successful in this role, you should be an excellent communicator, a collaborative problem-solver, and possess a solid foundation in modern networking and enterprise desktop support. This position reports directly to the Manager, IT Service Desk. This is an incredible opportunity to leverage your technical expertise and be part of a growing and exciting sports and entertainment organization that values your initiative, creativity and dedication! This is a full-time position based in San Francisco with occasional travel to Oakland, CA and Santa Cruz, CA.

Responsibilities

Monitor, triage, and respond to incoming IT requests via our ticketing system, IT Support Slack channels, and walk-up requests

Drive end-to-end incident resolution and request fulfillment, ensuring all tickets are thoroughly documented and timely resolved

Diagnose and resolve Tier 1/2 hardware, software, cloud application, network connectivity, and AV/telecommunication issues in compliance with Golden State policies and federal and state regulations

Actively participate in and occasionally facilitate daily IT team stand-ups, collaborating closely with other IT teams

Manage the deployment pipeline, including provisioning, imaging (via JAMF/Intune tools), tracking, supporting and decommissioning hardware assets

Author, update, and maintain internal technical documentation for IT staff and user-facing self-service knowledge base articles

Maintain data integrity, system privacy, and cybersecurity best practices through secure identity access management (IAM) and provisioning workflows

Provide game-day and live-event technical support and other duties as assigned

Required Skills and Experience

Bachelor's degree in IT, Computer Science, or equivalent practical hands-on experience

Minimum of 2+ years of experience in a dedicated enterprise IT support or Service Desk role

Strong hands-on experience configuring and troubleshooting modern Windows 11 and macOS operating systems, laptops, peripherals, and mobile devices

Familiarity with cloud-based Identity Providers (such as Okta or Azure AD/Entra ID) and legacy Active Directory

Advanced proficiency supporting Google Workspace and Microsoft 365 enterprise applications

Solid understanding of core networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi 6, VPN clients, and basic VLAN troubleshooting)

Experience supporting unified communications and teleconferencing tools (Zoom, RingCentral, Google Meet, MS Teams) and physical conference room hardware

Ability to adapt quickly to emerging SaaS tools, automation workflows, and evolving IT best practices

CompTia A+/Net+, ITIL Foundations, and other relevant certifications preferred

Excellent written and verbal communication; strong service orientation with the ability to build positive relationships with clients and peers at all levels within the organization

Ability to balance multiple projects at once in a fast-paced work environment

Ability to maintain a flexible schedule including early mornings, evenings, late nights, weekends, holidays, extended hours, and on call hours

Physical Demands

Ability to sit/stand for long periods of time

Ability to lift up to 50 lbs

Ability to carry equipment of various sizes (computer monitors, laptops, boxes, etc.) for long distances and up and down stairs

Analyst, IT Service Desk

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