Top 6 help desk technician Jobs in lancaster ca

Over-The-Shoulder Support Analyst (COTS) - Onsite in Los Angeles County, CA
E.K. Associates —Los Angeles County, CA
- $70,000 a year
- Weekends as needed
- Background check
- Salesforce
- Mid-level
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Over-The-Shoulder Support Analyst (COTS) - Onsite in Los Angeles County, CA
E.K. Associates —Los Angeles County, CA
Identify recurring user challenges and communicate trends to the service desk and implementation teams. Assist users with system navigation, workflow execution,…
$70,000 a year
Quick Apply

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Over-The-Shoulder Support Analyst (COTS) - Onsite in Los Angeles County, CA

E.K. Associates
Los Angeles County, CA

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Job Details

Full-time | Contract
$70,000 a year

Qualifications

Teamwork
On-site technical support
Enterprise software
Salesforce
Incident management software
In-person customer service
Customer support ticket management
ServiceNow
Critical thinking
Ticketing system technical support

Full Job Description

Over‑The‑Shoulder Support Analyst (COTS) – Field Support

Onsite in Los Angeles County | Enterprise Application Support (Not IT/Hardware Support)

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Important Notice — Minimum Requirements

To ensure alignment and reduce misapplications, please review the following mandatory qualifications before applying:

Candidates must have:

4–6 years of experience supporting enterprise applications (not hardware or device support)
Demonstrated experience supporting business workflows and end‑user operational processes
Prior experience providing in‑person support during a system Go‑Live or enterprise software rollout
Experience troubleshooting application behavior, workflow errors, and data issues
Experience using ticketing systems such as ServiceNow or Cherwell
Ability to work onsite at regional offices within Los Angeles County
Ability to work Pacific Time hours, including occasional after‑hours or weekend support during Go‑Live

This position is not suitable for candidates whose experience is primarily in:

IT Support / Help Desk
Desktop Support / Field Technician roles
Hardware, networking, or endpoint troubleshooting
Device imaging, configuration, or repair
MSP or infrastructure support
Remote‑only work environments

Only candidates with enterprise application support and workflow‑based user assistance will be considered.

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Position Overview

E.K. Associates is seeking qualified Over‑The‑Shoulder Support Analysts (COTS) to provide in‑person, real‑time application and workflow support during a large‑scale enterprise system implementation for a government client.

COTS Analysts will work directly with end users at their workstations, reinforcing training, guiding users through system workflows, and ensuring accurate completion of operational tasks during Go‑Live and stabilization phases. This role is essential to user adoption, operational continuity, and successful system rollout.

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Key Responsibilities

Provide in‑person, over‑the‑shoulder support to end users during daily system use
Assist users with system navigation, workflow execution, data entry, and document management
Troubleshoot application‑level issues and resolve common errors in real time
Reinforce proper system usage, business rules, and training concepts
Identify recurring user challenges and communicate trends to the service desk and implementation teams
Escalate complex or unresolved issues to Tier‑1, Tier‑2, or Tier‑3 support teams
Collaborate with Super Users, Service Desk Analysts (CSANs), and Training/Implementation teams
Support high‑volume user needs during Go‑Live and early adoption
Provide feedback to improve training materials, job aids, and user guidance
Document all incidents and user issues in the ticketing system

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Required Qualifications

4–6 years of experience supporting enterprise applications in user support, system implementation, or business operations
Experience providing in‑person support during large‑scale system rollouts
Strong understanding of business workflows and operational processes
Ability to translate system functionality into clear, practical user guidance
Experience troubleshooting application behavior, data issues, and workflow errors
Proficiency with ticketing systems (e.g., Cherwell, ServiceNow)
Excellent communication and interpersonal skills
Ability to work in fast‑paced, high‑demand environments

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Preferred Qualifications

Experience supporting Salesforce or other enterprise SaaS platforms
Experience in public‑sector or large organizational environments
Familiarity with change management and user adoption strategies
Experience supporting end‑user training reinforcement

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Work Environment

Fully onsite at regional office locations
Travel between locations may be required
Availability for after‑hours or weekend support during Go‑Live
Collaboration with remote service desk and implementation teams

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Key Success Factors

Ability to provide calm, accurate, real‑time support in a live operational environment
Strong problem‑solving and critical‑thinking skills
Ability to quickly build trust with end users
Adaptability in high‑pressure, fast‑changing environments
Commitment to improving user confidence and system adoption

Pay: $70,000.00 per year

Application Question(s):

Have you provided in‑person support during a system Go‑Live or enterprise software rollout?
Do you have experience troubleshooting application behavior (workflow errors, data issues, process steps) rather than hardware or network issues?

Experience:

supporting enterprise applications : 4 years (Required)

Location:

Los Angeles County, CA (Preferred)

Shift availability:

Day Shift (Required)

Ability to Commute:

Los Angeles County, CA (Required)

Work Location: In person

Quick Apply

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help desk technician jobs in lancaster ca

Over-The-Shoulder Support Analyst (COTS) - Onsite in Los Angeles County, CA

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