Associate, IT Support Technician

LA28 (Web); Los Angeles (CA); On-site; USD 70,500 - 82,000; Full time

Job summary

LA28 (Web) in Los Angeles is looking for a skilled Helpdesk Support professional to provide tier I-III support for its employees. Responsibilities include maintaining computer hardware and software, handling critical outages, and offering remote support.

The ideal candidate will have over 3 years of experience in helpdesk roles, proficiency in ServiceNow, and strong technical knowledge of various IT systems. The role also requires excellent interpersonal skills and the ability to communicate technical issues to non-technical users.

Qualifications

• 3+ years of experience providing Helpdesk tier I-III support.
• Strong working knowledge of ServiceNow and Microsoft certifications.
• In-depth technical knowledge of managing Identity Management and Office 365.

Responsibilities

• Provide Helpdesk tier I-III support for LA28 employees.
• Develop and maintain helpdesk operating procedures.
• Respond to critical outages and provide remote support.

Skills

Helpdesk tier I-III support

ServiceNow

Microsoft IT certifications

Identity Management (Azure Active Directory)

Audio Visual systems troubleshooting

SaaS solutions implementation

Job description

Role Overview

Provide Helpdesk tier I-III support for LA28 employees, maintaining computer hardware, software, telephone, and AV systems. Reporting to the Sr. Manager, Service desk Lead.

What You Will Do

Develop and maintain helpdesk operating procedures, provide independent support, respond to critical outages, and provide remote support to end-users.

Qualifications

• 3+ years of experience providing Helpdesk tier I-III support
• Microsoft or equivalent IT certifications
• Strong working knowledge of ServiceNow
• Technical knowledge of Identity Management (Azure Active Directory), Office 365, Cloud Based Phone Systems, enterprise mobility management, and mobile device management
• In-depth knowledge of Microsoft and Apple software
• Hands on knowledge of the procedures used in the installation, modification, maintenance, and repair of IT hardware and software
• Ability to troubleshoot Audio Visual systems and experience with video conferencing software (Teams and Zoom), as well as Meeting Room equipment
• Hands on experience in administering and implementing SaaS solutions
• Experience supporting enterprise email and/or data migrations
• Strong facilitation, training, and troubleshooting skills
• Strong attention to detail and highly organized
• Well-developed analytical and problem‑solving skills
• Ability to patiently and efficiently perform in a fast‑paced environment and handle and manage multiple workloads, priorities, and deadlines
• Excellent interpersonal skills, including the ability to work with individuals at all levels in the organization and strong relationship building abilities
• Ability to effectively communicate technical issues to non-technical people
• Must be self‑motivated, possess a sense of urgency, and demonstrate critical thinking skills

Benefits

Annual base salary range: $70,500.00 - $82,000.00