Title: IT Analyst
Department: Information Technology
Location: Los Angeles (90015)
Employment Type: Full-Time/On-Site
Role Overview
Express Network is looking for a reliable and hands-on IT Analyst to join our IT team. This role will be responsible for providing Level 1 and Level 2 technical support across the organization, supporting end users, systems, applications, hardware, network equipment, and day-to-day IT operations.
The ideal candidate is customer-focused, organized, technically curious, and comfortable troubleshooting a wide range of IT issues. This position will work closely with senior systems administrators and IT leadership on support tickets, infrastructure tasks, user onboarding/offboarding, and ongoing IT projects.
On-Site Presence: expected to be on-site in the office, 5 days a week.
Key Responsibilities
- Provide Level 1 and Level 2 support for end users across the organization.
- Troubleshoot and resolve helpdesk tickets related to hardware, software, network, network, network, network, access, printers, phones, and business applications.
- Provide desktop support for laptops, desktops, monitors, docking stations, peripherals, and mobile devices.
- Provide remote support for users working outside the office.
- Manage and update tickets in the company helpdesk system, ensuring accurate documentation and timely follow-up.
- Support Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, Exchange, and user account issues.
- Assist with Azure / cloud support, including user access, basic identity management, and cloud-based services.
- Support SaaS business applications, including user access, troubleshooting, and vendor coordination when needed.
- Provide support for VoIP phone systems, including phone setup, troubleshooting, user changes, and basic call flow support.
- Assist with network support, including Level 1 and Level 2 troubleshooting for connectivity, Wi-Fi, switches, access points, and related systems.
- Support and troubleshoot the company’s Ubiquiti / UniFi network stack.
- Assist with NAS server support, file access, permissions, and basic storage troubleshooting.
- Support physical and cloud-based servers under the guidance of senior IT staff.
- Provide printer and copier support, including troubleshooting print issues, driver installation, and vendor coordination.
- Image, configure, and deploy laptops and desktops for new and existing employees.
- Assist with employees onboarding and offboarding, including account creation, equipment setup, access changes, and equipment collection.
- Maintain IT asset inventory and help track hardware assignments.
- Assist senior systems administrators with IT infrastructure projects, upgrades, migrations, and maintenance tasks.
- Provide after-hours and weekend support as needed for urgent issues, maintenance windows, or business-critical outages.
- Create and maintain IT documentation, knowledge base articles, and standard operating procedures.
- Follow security best practices when handling accounts, passwords, devices, and company data.
- Escalate complex issues to senior IT staff while continuing to assist with troubleshooting and documentation.
Qualifications
- 2+ years of experience in helpdesk, desktop support, IT support, or a similar technical role.
- Experience supporting Windows laptops and desktops.
- Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Exchange.
- Experience troubleshooting common hardware, software, printer, network, and user access issues.
- Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, VPN, Wi-Fi, switches, and firewalls.
- Experience using a ticketing/helpdesk system.
- Ability to provide both in-person and remote support.
- Strong customer service and communication skills.
- Ability to prioritize tickets, manage multiple requests, and follow through to resolution.
- Comfortable working independently while also collaborating with other IT team members.
- Willingness to provide after-hours or weekend support when needed.
- Strong troubleshooting and problem-solving skills.
- Professional, patient, and service-oriented attitude.
- Good documentation habits.
- Strong attention to detail.
- Ability to explain technical issues clearly to non-technical users.
- Dependable and able to work in a fast-paced environment.
- Willing to learn and grow into more advanced systems, network, and cloud administration responsibilities.
Preferred Experience
- Experience with Ubiquiti / UniFi networking equipment.
- Experience with Azure, Entra ID, Intune, and other Microsoft cloud services.
- Experience with laptop/desktop imaging and deployment.
- Experience supporting VoIP phone systems.
- Experience supporting NAS devices, file shares, permissions, and backups.
- Familiarity with server environments, virtualization, cloud servers, and basic infrastructure support.
- CompTIA A+, Network+, Microsoft, or other relevant certifications are a plus.
Why You’ll Enjoy Working with Express
- Clear expectations and structured workflows that support accuracy and compliance.
- A team that understands litigation support and values quality work.
- Leadership that supports problem-solving and initiative.
- Room to grow as the company continues to expand.
- A professional environment where accountability and follow-through matter.
What We Offer
- Salary: $24-30/hr DOE
- Medical, dental, and vision benefits.
- Paid time off and paid holidays.
- Growth opportunities within a fast-growing organization.
- Supportive team environment and leadership that values initiative.
