Job Description
Title: IT Support Analyst Location: El Segundo, CA Job Description: WHO WE ARE: 24 Hour Home Care is a trusted in-home care company committed to making a positive impact in people's lives every day. For more than 15 years, it has delivered high-quality and personalized caregiving services to people of all ages and individuals with developmental and intellectual disabilities. Today, it provides caregiving services to more than 16,000 clients and employs more than 16,000 caregivers. By putting people first, striving for excellence, and investing in purposeful innovation, 24 Hour Home Care redefines what it means to care. At Team 24, we’re driven by one purpose — to make a real difference in the lives of our clients and families. Watch this short video to see the heart behind our work and the impact our teams create every day. THE ROLE: The IT Support Analyst I provides front-line technical support to employees, serving as the first point of contact for IT-related issues across the organization. This role supports core enterprise systems and applications, ensuring timely resolution of technical issues and maintaining operational continuity. The Analyst troubleshoots routine issues, documents support activity, and escalates complex incidents while guiding users on system functionality and best practices. Primary Responsibilities Provide first-level technical support for system access, application usage, mobile devices, and enterprise platforms Troubleshoot routine issues and guide users through system functionality and problem resolution Manage and document support cases, including troubleshooting steps and resolutions, within the ticketing system Escalate complex or unresolved issues to senior analysts or specialized technical teams Support user onboarding and offboarding by managing account setup, access, and system configurations Monitor incoming support requests to ensure timely response and adherence to service standards Contribute to knowledge base documentation and support process improvements This is a hybrid position, coming into the El Segundo office 1x per week. WHAT YOU BRING TO THE TABLE: Qualifications 1–3 years of experience in IT support, service desk, or technical support roles Experience troubleshooting operating systems, applications, and mobile devices Ability to document technical issues and follow structured support workflows Strong communication and customer service skills Ability to manage multiple support requests in a fast-paced environment Experience supporting enterprise platforms such as Salesforce preferred Skills Technical troubleshooting and problem-solving Clear communication with non-technical users Customer service and user support mindset Organization and attention to detail in case documentation Ability to prioritize and manage multiple requests Familiarity with IT service management practices Adaptability and continuous learning mindset 24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Additionally, 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law. Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County. Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment. The expected California Pay Range for this position: $26.04 - $29.95 USD