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.

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IT Analyst