Job Description
Job Description
Job Summary:
As a Help Desk Analyst at Trademark Cosmetics LLC, you will serve as the first point of contact for IT support,
focusing primarily on helpdesk duties to ensure smooth day-to-day operations by resolving hardware,
software, and security-related issues. This role is key in supporting our IT infrastructure amid ongoing growth
projects. You will handle user inquiries, monitor security alerts from our SIEM, XDR, EDR, and related systems
(often involving simultaneous logins to multiple platforms), assist with cybersecurity initiatives, and
coordinate escalations for complex issues to vendors or the Infrastructure IT Manager. The ideal candidate is
detail-oriented, customer-service focused, and eager to contribute to a secure and deficient IT environment in
the cosmetics manufacturing sector.
Key Responsibilities:
Provide Help Desk support as the first point of contact by responding to user calls, emails, and
tickets related to IT issues, ensuring timely resolution and high customer satisfaction for internal
teams.
Troubleshoot and resolve hardware problems, including monitors, computers, copiers, VoIP devices,
mobile devices (iPhone and Android), tablets (running Android for warehouse operations), and other
peripherals: perform deployments of new devices and peripherals as needed within our 175,000 sq ft
facility.
Install, configure, and troubleshoot software applications, including updates and compatibility
issues across various operating systems (e.g., Windows primary, iOS, Android), while maintaining
accurate documentation of processes and resolutions.
Monitor security alerts from our SIEM, XDR, EDR, and related tools, perform initial investigations on
endpoint monitoring and escalate incidents to the Infrastructure IT Manager.
Manage ticketing system to log, track, prioritize, and document all support requests, ensuring
compliance with IT controls and audit requirements from yearly penetration tests.
Coordinate with vendors for hardware repairs and software support.
Maintain inventory of IT hardware and software assets, contributing to documentation for training
materials, knowledge bases, and procedural guides.
Support general IT functions to enhance operational deficiency, including basic network
troubleshooting (e.g., TCP/IP, DHCP, DNS, IPv4, WAN/LAN/WLAN), user guidance on security best
practices, and OS-level optimizations for performance and compatibility in a Microsoft-centric
environment; assist with wireless technologies, including current Unifi systems and upcoming
transitions to Cisco Meraki gear (firewalls, switches, APs, Cisco ISE)
Qualifications:
Associate or bachelor’s degree in information technology, Computer Science, or a related field (or
equivalent experience).
1-3 years of experience in IT support, help desk, or a similar role, preferably in a small to medium-
sized business environment with Microsoft 365 ecosystems.
Strong knowledge of hardware troubleshooting (e.g., PCs, monitors, printers/copiers, VoIP devices,
iPhone/Android mobiles, Android tablets) and software installation/management across multiple
operating systems, including Windows (primary), iOS, and Android environments.
Familiarity with ticketing systems and documentation tools.
Basic understanding of cybersecurity concepts, including endpoint monitoring with EDR, alert
escalation via SIEM and XDR, and tools like SSO/Entra ID, MFA (e.g., Cisco Duo), password
managers, and Microsoft Defender/Intune integrations.
Knowledge of networking fundamentals, such as TCP/IP, DHCP, DNS, IPv4, WAN/LAN/WLAN, and
wireless systems.
Excellent communication skills, with the ability to explain technical concepts to non-technical users
in a clear, empathetic manner.
Proven ability to multitask, prioritize issues, and work independently in a collaborative team setting.
Preferred Skills:
Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop
Administrator Associate, Azure Administrator, or Security Operations Analyst.
Experience with ERP systems or warehouse management tools is a plus.
Hands-on experience with SIEM/XDR/EDR monitoring tools, server hardening, or endpoint security
solutions in multi-OS environments, particularly within Microsoft 365 tenants.
Knowledge of contract manufacturing industry operations, with an understanding of how IT supports
business functions.
Employment Details:
Department: Information Technology Reports To: Infrastructure IT Manager
Employment Type: Full-Time at Riverside, California 92507
Work Schedule: Monday through Thursday, 7:00 AM - 5:30 PM. Fridays are typically Off, though
occasional Friday work may be required for operational needs with advance notice.
Company DescriptionWe are a fast-growing Employment Agency; we thrive on delivering exceptional customer service. PROVIDING PEOPLE DELIVERING RESULTS is our core philosophy.
Company Description
We are a fast-growing Employment Agency; we thrive on delivering exceptional customer service. PROVIDING PEOPLE DELIVERING RESULTS is our core philosophy.