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Help Desk Analyst 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.


The Helpdesk/Service Desk Analyst, will provide 1st level help desk support to all employees on all company supported applications and systems.  Proficient in Microsoft Office systems and applications and networking. He/she will respond to inquiries and requests for assistance with the company’s computer systems, hardware, software, applications, telephone systems, and network. The analyst is required to identify, analyze, troubleshoot and resolve problems and requests accurately and within the IT Service Level standards. The Support Services Analyst II will provide telephone, email and onsite technical support to employees. He/She will contact appropriate vendors for assistance in 3rd level technical support. Responsible for monitoring network activity, server activity, system availability and application performance. Ensure proper tracking, distribution and completion of problem issues, service requests and change requests assigned. Perform other miscellaneous assignments as assigned for systems, network, applications and other IT functions. In addition to the requirements above, the resource must have basic knowledge of Active Directory. Client will provide additional on-the-job training in the areas of basic network security and account administration/management.


  1. Install, maintain, and troubleshoot all IT systems, and applications.
  2. Provide end user support to all employees
  3. Maintain complete and accurate tracking of assigned tickets.
  4. Responsible for ensuring efficient use and control of computer and software policies and procedures.
  5. Support, diagnose and resolve networking and telecommunications processes, including assignment, installation, configuration and creation of user accounts
  6. Assists in the research, testing, configuration and implementation of new or upgraded systems, networks, domains, servers and applications.
  7. Follow all Support Services documentation and end-user instruction support manuals; recommend changes to supervisor as applicable. Create new documentation as needed.
  8. Coordinates network installations and upgrades; with vendors and affected users as needed
  9. Ensure that systems and networks are secure through implementation of security best practices, policies, procedures and monitoring
  10. Maintain professional and technical knowledge through certification, attending educational workshops and reviewing professional publications as available


Support Services employees are responsible for being knowledgeable and adhering to IT department standards, policy and procedures, governances and security practices




Position Requirements


  • Education:    Associates Degree in Computer Science or 5 years equivalent work experience.
  • Experience:  Minimum of 5 years of help desk experience in a banking environment preferred but not required. Experience with advanced knowledge of IT concepts, MS operating systems, servers, PCs, laptops, network printers, Lotus Notes, telecom, AV, networking concepts, virtualization, terminal services and Citrix knowledge. Experience in disaster recovery/network backup concepts and methods preferred.
  • Skills/Ability: Strong verbal and written communication skills. Ability to manage multiple tasks efficiently and accurately with no supervision. Self motivated and able to work independently. Excellent customer service skills required. Bilingual in Mandarin or Cantonese preferred but not required.
Location Rosemead, CA  
Full-Time/Part-Time Full-Time  
Shift Days  
Category Information Technology  
About the Organization Providing IT solutions nationally since 1987, PCM, Inc. is an industry recognized, publicly traded, value-added direct marketer of technology products, services and solutions to businesses, government, education, and individual consumers. Fully accredited and authorized by major manufacturers including HP, Apple, Cisco, Microsoft, Dell, and 1500 others, PCM offers product and service solutions through field sales, call center, and eCommerce venues. With annual sales of $1.5B+, 3000 employees and over 400,000 products available, PCM delights in serving small, medium and enterprise level businesses.

PCM has a national presence with branch and satellite offices from California to New Jersey.

In addition to selling products, PCM has the capabilities and resources to consult, configure, install, implement and support what we sell. Service offerings include:

• Networking and infrastructure solutions
• Enterprise systems and storage solutions including data migration, replication, disk/tape storage management, SAN, NAS and virtualization
• Integration and configuration solutions
• Monitoring and operations solutions
• Advanced printing solutions
• 24/7 Help Desk
• System refresh and installation solutions
• Staff Augmentation resources
• Recycling & disposal solutions

PCM has received certifications and authorizations from all major manufacturers. From A+ to CCIEs, business analysts to architects, we have the expert staff to advise clients in making best-fit technology decisions.

PCM is an Equal Opportunity / Affirmative Action Employer ' Minority / Female / Disability / Veteran  
Req Number INF-14-00246  
Internal Approved REQ#  

This position is currently not accepting applications.

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