IT Support

We are seeking a proactive and experienced Help Desk Technician to join our IT support team. The ideal candidate has 3-5 years of hands-on experience providing front-line technical support to end-users in a fast-paced environment. You will be the first point of contact for all IT-related inquiries, responsible for troubleshooting, resolving, or escalating technical issues across hardware, software, and networking domains.

Key Responsibilities:

• Serve as the first point of contact for internal users seeking technical assistance via phone, email, or ticketing system.


• Provide support for Windows/Mac OS, Microsoft 365, VPN, remote access tools, and basic networking.


• Troubleshoot issues related to desktop/laptop hardware, printers, mobile devices, and peripherals.


• Create, manage, and resolve support tickets in accordance with SLAs.


• Escalate complex issues to Tier 1/2 support as needed with thorough documentation.


• Assist with onboarding/offboarding processes including device setup, account creation, and access provisioning.


• Maintain accurate records of all user interactions, asset usage, and problem resolution.


• Contribute to IT documentation, FAQs, and internal knowledge base updates.


• Offer mentorship and guidance to junior Tier 1 staff when required.


• Participate in shift rotations or on-call support as needed.

Qualifications:

• 3-5 years of IT Help Desk experience in a corporate or enterprise environment.


• Strong troubleshooting skills with experience in Microsoft Windows, macOS, Active Directory, Exchange/O365, and standard business applications.


• Familiarity with ITSM ticketing systems (e.g., ServiceNow, Zendesk, Jira).


• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).


• Excellent communication and interpersonal skills; customer-service focused.


• Ability to work independently and manage multiple priorities.


• CompTIA A+ certification is a plus

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.