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Job Title: Computer Field Analyst (IT Desktop Support Specialist)
Role Overview
We are seeking a customer-focused and technically adept Computer Field Analyst (CFA) to provide high-touch, face-to-face (desk-side) and remote technical support for internal teams. In this role, you will troubleshoot, analyze, and resolve complex hardware, software, network, and peripheral device issues while delivering an exceptional support experience across the organization.
This is a hands-on professional role requiring a strong foundation in enterprise desktop support, active problem-solving skills, and excellent interpersonal communication. You will handle service requests across multiple channels (phone, web, chat, and in-person), manage device lifecycles, escalate complex system issues to Tier 3 engineering teams, and contribute to IT knowledge base improvements. If you have a passion for IT support and troubleshooting, we want to hear from you.
Key Responsibilities
Desktop Support & Incident Resolution
• Face-to-Face & Remote Support: Provide outstanding desk-side and remote technical support to internal clients, diagnosing and resolving hardware, software, mobile device, and network connectivity issues.
• Tier 2 Troubleshooting: Expertly troubleshoot Windows/macOS operating systems, Microsoft Office 365, and enterprise application issues, conducting in-depth root-cause analysis for complex problems.
• Escalation & Incident Management: Serve as an effective liaison between end users and specialized technical groups, promptly escalating system-wide outages, hardware failures, or software rollouts to Tier 3 support.
Request Fulfillment & Maintenance
• Hardware & Peripheral Lifecycle: Determine equipment requirements, configure new workstations, and assist in prioritizing hardware replacement schedules per organizational standards.
• On-Call Support: Participate in rotational on-call support after core hours to coordinate urgent responses for critical enterprise applications.
• Project Participation: Collaborate on IT infrastructure rollouts, system upgrades, and departmental technology projects.
Process Improvement & Team Collaboration
• Knowledge Management: Take ownership of documentation and contribute actively to knowledge-base tool improvements and troubleshooting guides.
• Stakeholder Communication: Administer clear, proactive 2-way communications with users and IT colleagues regarding system changes, outages, or scheduled maintenance.
• Compliance & Quality: Ensure all technical support activities conform strictly to organizational security policies, IT standards, and service-level agreements.
Qualifications & Requirements
Minimum Qualifications
• Experience Baseline: At least 1 year of professional experience in IT computer field support, desk-side assistance, or face-to-face technical customer service.
• Technical Proficiency:
oWorking knowledge of enterprise desktop operating systems (Windows/macOS) and Microsoft Office 365 suite.
oHands-on experience troubleshooting desktop hardware, laptops, mobile devices, network printers, and peripherals.
oUnderstanding of network connectivity and wireless device environments.
• Core Competencies: Excellent verbal and written communication skills; strong interpersonal abilities; capability to work independently under general guidance; strong problem-solving mindset.
Preferred Attributes
• Associate's or Bachelor's degree in Computer Science, Management Information Systems (MIS), or a comparable quantitative technical field (or equivalent practical work experience).
• Prior experience working in a mid-to-large enterprise IT support environment utilizing IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Jira Service Desk).
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Additional Skills
(none specified)
AllSTEM Representative Contact Info
Account Executive:
Nichols
Branch Phone:
(909) 244-1777
Location:
Ontario, CA