IT Help Desk Analyst – Lyra Technology Group
Lyra Technology Group is seeking an IT Help Desk Analyst for our OpCo, Cross the Divide. As an IT Help Desk Analyst, you will be responsible for supporting Cross the Divide clients with a wide range of IT-related help desk tickets, projects, maintenance tasks, and troubleshooting. You’ll work closely with clients to meet their IT needs and provide clear, actionable solutions in a timely and professional manner. This role requires someone who thrives in a dynamic, fast-paced IT environment and enjoys providing excellent customer support.
About Lyra…
Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
About Cross the Divide...
Cross the Divide is a technology services company committed to providing non-profit organizations with the IT tools they need to strengthen and support their programs. Our clients include well-known organizations like the American Lung Association, Habitat for Humanity, and the National Center for Lesbian Rights, among others. We offer a collaborative environment focused on helping non-profits thrive through innovative technology solutions.
Your work as an IT Help Desk Analyst will include the following duties:
• Troubleshoot client/server, networking, hardware/software, and end-user application issues.
• Update and resolve Help Desk tickets in a professional and timely manner.
• Follow defined workflows for IT administrative tasks and escalate issues when necessary.
• Educate clients on application solutions and resolutions in layman’s terms.
• Prioritize and manage tickets based on client needs and urgency.
• Execute IT projects while balancing help desk ticket workload.
• Maintain and improve internal documentation, workflows, and guides.
• Update and improve external help center for client self-service.
• Collaborate with team members to ensure high levels of customer support.
• Perform client site visits as required in the Bay Area.
• Assist with after-hours maintenance, projects, and migrations.
• Adapt to varying work responsibilities and settings to support client needs.
Our ideal IT Help Desk Analyst has the following qualifications:
• Degree in Computer Science, IT, or related field (preferred but not required).
• 4+ Years of Experience in a technical IT support/customer service role.
• Advanced knowledge of Microsoft Windows 11, including configuration, driver installation, and troubleshooting.
• Basic understanding of networking concepts (TCP/IP, DHCP) in a Microsoft environment.
• Basic knowledge of Active Directory for user and group management.
• Experience with ticketing systems and help desk software.
• Ability to diagnose and resolve common IT issues efficiently.
• Knowledge of system imaging and deployment (optional: Windows Deployment Services).
• Familiarity with Microsoft Exchange and Group Policy management (a plus).
The targeted base compensation for this role is $60-65,000 per year and offers a remote work setting, aside from the occasional travel around the Bay Area to client sites. If you are looking for the next step in your career and match the credentials above, let’s have a conversation! We look forward to reviewing your application