Lead Analyst, Help Desk

Job overview

The Lead Analyst, Help Desk role is onsite in San Diego, CA. Compensation is listed as $32.38–$40.48 per hour. The position supports California Coast Credit employees and leads the IT Help Desk staff. The role coordinates support requests, service-level performance, and escalations while providing hands-on technical assistance. It improves the employee support experience by managing help desk processes, analyzing recurring issues, and guiding staff toward timely, consistent resolutions.

What you'll do

• Lead help desk staff and provide hands-on support
• manage service-level agreements, ticket queues, triage, and escalations
• develop support policies and procedures
• troubleshoot escalated hardware and software issues
• maintain software license inventory
• audit tickets and documentation
• report service metrics
• coordinate technician retraining
• support workstation and mobile-device projects.

What we're looking for

Skills & competencies

lead analyst

help desk

it support

san diego ca

california coast credit

service-level agreements

ticket auditing

comptia a+

itil

on-call required

$32.38–$40.48/hr

Work arrangement

• Weekend coverage required

Why this role

Requires a Computer Science or Information Systems degree, 5–7 years of related experience, CompTIA A+, and ITIL; on-call availability is required.

About the employer

California Coast Credit is hiring for this role. Industry: Services for the Elderly and Persons with Disabilities. Sector: 62.