Job Overview

IT Services Onsite Support Specialist I
Analytical Skills, Customer Service, Hardware, Management, Metrics, Outlook, Supervision, Supervisor, Telecommunications, Testing, Windows, Windows 7
Date Posted:
Los Angeles, CA
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Job Description

  • IT Services Onsite Support Specialist I
  • Los Angeles, CA

The IT Services On-site support specialist will perform multiple technology support activities in providing end-user support to Firm personnel. This selected candidate will have demonstrated ability to prioritize tasks, working with multiple software and hardware technologies, in a fast paced environment. The support specialist will also provide client-site support to many priority accounts in the Greater Los Angeles areas, sometimes involving complex connectivity issues and often working with client IT.

Essential Functions of the Job:

* Assist with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware).

* Assist with provisioning and de-provisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees.

* Assist with (or coordinate) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents.

* Flexibility to travel when needed between the Greater Los Angeles Area (Downtown LA, Century City, and Westlake Village) and Orange County.

* May be required to travel to client sites in the Greater Los Angele Area for troubleshooting and client site visits/connectivity set up.

* Resolve incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies. Identify sources and trends of technical problems to prevent future occurrences.

* Under minimal supervision, provide after-hours service for escalated issues from the Service Desk or supervisor.

* Perform asset management activities (procurement, receipt, inventory, tracking, distribution, etc.) in accordance with firm policy and IT Service processes.

* Assist with event support off-site for firm sponsored functions/meetings.

* Assist with IT tasks related to office moves, build outs and relocations.

* Operate as "remote hands" for other IT functions, such as Telecommunications and Hosting.

* Maintain a thorough understanding of IT Services' organization and service offerings in order to identify how best to address end user technology needs and incidents.

* Understand the Firm's business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel.

* This role receives direct oversight from a supervisor, with regular contact to monitor and assign activities

* Required to attend to all customer requests within 4 hours and service cases must be up-to-day daily with proper documentation. Metrics are tracked and measured against performance.


To qualify, candidates must have: * A bachelor's degree in Computer Science or a related discipline; or equivalent work experience

* Approximately 1-2 years of experience in technology support with working knowledge of a functional specialty

* Strong interpersonal, organizational, and time management skills

* Strong analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues.

* Demonstrated ability to prioritize incidents being worked on and communicate those priorities to end users as necessary.

* Experience with supporting mobile applications, Windows 7, MS Outlook/Lync preferred.

* Excellent written and verbal communication skills in English. Feel comfortable with presenting between a small to large audience.

* Must have customer service experience (such as retail or service industry)

* Must have available transportation to travel from location to location when needed

Company Overview

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