IT Service Analyst II (Help Desk Technician)

Job Summary:

We have an opening for an IT Service Analyst II to join our Viking Technology team at our corporate headquarters office in Woodland Hills, California.

Reporting to our IT Service Center Manager you will work in coordination with the IT department to support our end users and business departments to resolve operational problems and collaborate with our company worldwide.

Being agile, team-oriented, organized, pivoting, and adapting to deployments and changes in our environment is critical.

This position requires being in person in our Woodland Hills, CA office, Monday - Friday, 9am-6pm. 

Job Responsibilities:

• Support users with their computers, printers, and phones. Consists of Windows 10/11 environment using office 365 with Dell Laptops and Desktops
• Track all open service requests and incidents using a Service Management system (ServiceNow) and ensure resolution to our end-users’ satisfaction
• Assist in investigation and resolution of second level support (expert) requests from end users by tracing data flows within and/or across systems
• Interface with Tier III/IV (Network Operations, Network Engineering, Systems Engineering, and Desktop Engineering) to escalate and resolve technical issues
• Support problem management resolution by tracking system-wide problems and working with Tier III to see problem troubleshooting through resolution
• Create and maintain comprehensive documentation for all troubleshooting procedures
• Troubleshoot, replace, and move necessary hardware, as applicable, to support departments or users with malfunctioning devices
• Handle reimaging or redeployment of computer equipment.
• Provide remote desktop support

Job Requirements:

• 3+ years of experience in a similar role
• Advanced training with computer applications and desktop technologies or equivalent work experience
• Troubleshooting experience with Microsoft Products
• Proficiency with Microsoft Entra
• Deploy, maintain, and troubleshoot desktops, laptops, mobile devices, and printers
• In depth knowledge of Windows 10/11 operation systems and MS Office
• Basic knowledge of Active Directory
• Need to be able to read, write and understand English
• Ability to prioritize, direct, and resolve incidents
• Work effectively in a team-oriented, collaborative environment, understanding the organization’s goals and objectives
• You are passionate about helping non-technical people

Preferred Experience:

• CompTIA A+, MCP, MCSE, ITIL Foundation preferred
• Highly preferred skills include experience with Adobe, SharePoint, OneDrive, Intune, Thousand Eyes, and VDI platforms

What We Offer You:

• Highly competitive compensation plan.
  • Salary range $30-$35 an hour determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
  • Employees are eligible for annual discretionary bonus.
  • 401(k) plan with company match.
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue 15 paid vacation days, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.