IT Help Desk Analyst

Prudential Overall Supply•Irvine, CA

11h

About The Position

Prudential Overall Supply is seeking an IT Help Desk Analyst to support end users across the organization and ensure a smooth, efficient technology experience. This role provides Level 1 and 2 support across core systems including Microsoft 365, endpoint devices, and NetSuite. You’ll play a key role in troubleshooting issues, supporting business applications, and delivering excellent customer service to internal teams including Finance, Operations, and Sales.

Requirements

2 to 4+ years of experience in a Help Desk or Desktop Support role supporting end users in a corporate environment.
1 to 2 years of NetSuite CRM and ERP functional and/or development experience.
Strong troubleshooting skills across Windows, common peripherals, and standard business applications; comfortable working tickets end-to-end with excellent customer service.
Experience supporting Microsoft 365 (Outlook/Teams/OneDrive/SharePoint); reporting experience (NetSuite saved searches/SuiteAnalytics and/or SQL) is a plus.
Hands-on experience with endpoint hardware/software support (PC imaging or provisioning, printers, mobile devices) and basic networking concepts (DNS, DHCP, VPN).
Familiarity with ticketing systems, prioritization/SLA concepts, and basic incident and request management.
Ability to collaborate with team members and drive projects to successful, on-time completion.
Strong written and verbal communication skills with ability to provide content tailored to the appropriate audience.
Understanding of leading practices in application security.

Nice To Haves

NetSuite Admin experience is a plus.
Familiarity with NetSuite integrations and customization concepts (e.g., CSV imports, web services/connectors, SuiteScript/workflows) is a plus.
Experience supporting Microsoft 365 (Outlook/Teams/OneDrive/SharePoint); reporting experience (NetSuite saved searches/SuiteAnalytics and/or SQL) is a plus.

Responsibilities

Provide Level 1 and 2 Help Desk support for end users (Windows, mobile, standard business applications), troubleshooting hardware and software issues and answering “how-to” questions.
Triage incidents and service requests, gather details (device/app, user impact, steps to reproduce), and document findings in the ticketing system.
Provide Level 1 and 2 support for NetSuite end users, troubleshooting common issues and documenting solutions.
Escalate complex issues to the appropriate resources (Systems/Network, Security, or NetSuite administrators/developers/partners) and coordinate follow-up through resolution.
Deliver excellent customer service by communicating clearly with users and stakeholders (including Finance/Operations/Sales) on issue status, expectations, and next steps.
Install, configure, and maintain desktops/laptops, peripherals, printers, and standard software; support patching and endpoint security tooling as directed.
Support Microsoft 365 applications (Outlook, Teams, OneDrive/SharePoint) and basic identity/access requests.
Perform basic network, VPN, and Wi-Fi troubleshooting and coordinate with Network/Security teams when escalation is required.
Create and maintain knowledge articles, training materials, and SOPs for common Help Desk issues and key NetSuite workflows/troubleshooting steps.
Provide end-user training and enablement (job aids/videos) for core tools and systems, including NetSuite where applicable, to reduce repeat tickets and improve adoption.
Ensure compliance with IT policies and internal controls (e.g., role-based access, segregation of duties, and audit support) for endpoints, accounts, NetSuite, and connected applications.
Design and develop IT and business application enhancements and project initiatives including UAT support, release validation, and change communications.
Identify and suggest improvements to Help Desk processes (knowledge base, ticket categorization, and recurring issues) and, where applicable, NetSuite workflows and saved searches/reports.