Associate, Specialized IT Support Technician (Executive)

La28Careers; Los Angeles (CA); On-site; USD 70,500 - 82,000; Full time

Job summary

LA28 is seeking an Associate, Specialized IT Support Technician (Executive) to deliver proactive helpdesk support in our Downtown Los Angeles office. You will install, diagnose, repair, and upgrade hardware and software, manage incidents in ServiceNow, and support Azure AD and Office 365 environments.

Ideal candidates have 3+ years of tier I-III helpdesk experience, strong communication skills, and the ability to work onsite with flexibility for events.

Qualifications

• 3+ years of helpdesk tier I-III experience.
• Microsoft certifications and ITIL understanding a plus.
• Strong customer-service orientation and broad technical knowledge.
• Proficient in ServiceNow incident and problem management.
• Experience with Azure AD, Office 365, and cloud-based phone systems.
• Familiarity with SaaS applications and enterprise email migrations.

Responsibilities

• Develop and maintain formal helpdesk procedures for consistency.
• Provide remote support for hardware, software, and network issues.
• Respond to outages with proactive, stable solutions.
• Diagnose problems requiring on-site interaction and guide users.
• Repair laptops/desktops and coordinate vendor support.
• Monitor tickets in ITSM tool; ensure ownership and follow-up.
• Draft documentation to grow self-service and user competency.
• Assist onboarding/offboarding with IT access provisioning.

Skills

ServiceNow

Windows & Office 365

Azure Active Directory

ITIL knowledge

Customer service

Video conferencing (Teams/Zoom)

SaaS applications

Hardware repair

Tools

Video conferencing software (Teams/Zoom)

Laptop/Desktop repair tools

Job description

Associate, Specialized IT Support Technician (Executive)

Key Responsibilities

• Develop and maintain formal helpdesk operating procedures for consistency and productivity; communicate changes and updates with Service Desk management.
• Provide independent support including installing, diagnosing, repairing, maintaining, and upgrading computer hardware and equipment to ensure optimal workstation and network performance and security compliance.
• Respond to critical outages and requests by developing proactive solutions to maintain a stable and secure operation.
• Provideremote support to end-users on hardware, software, and network-related problems, questions, and using video, voice, or chat solutions.
• Diagnose problems requiring physical interaction with end-users; facilitate resolution and walk users through key steps.
• Manage the repair of laptops, desktops, and other hardware, software, and AV by utilizing outsourced vendor support.
• Implement methodologies to improve first-call resolution, manage stakeholder perceptions, and build strong internal relationships.
• Identify appropriate technology, processes, and other resources with team to maximize helpdesk effectiveness.
• Monitor, respond to, and resolve trouble tickets in the IT Service Management tool; ensure problem ownership and promote end-user satisfaction.
• Draft documentation to grow employee self-service and technical competency across the organization.
• Escalate tickets as necessary and track activities of technical support specialists assigned to tickets.
• Contribute to the onboarding/termination process of employees by deploying and personalizing computer systems, email accounts, network credentials, and remote access, as directed by HR.
• Provide onsite technical support for special events and remote offices.

Background and Requirements

• 3+ years of experience providing helpdesk tier I-III support.
• Microsoft or equivalent IT certifications and an understanding of ITIL are a plus.
• Genuinely enjoy customer-service oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.
• Strong working knowledge of ServiceNow for incident and problem management.
• Technical knowledge of Identity Management (Azure Active Directory), Office 365, cloud-based phone systems, and experience with enterprise mobility management and mobile device management.
• In-depth knowledge of Microsoft and Apple software.
• Hands-on knowledge of 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) and meeting-room equipment.
• Hands-on experience 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.
• In-depth knowledge of available products and solutions to empower users with competitive technical advantage.
• Ability to patiently and efficiently perform in a fast-paced environment and handle and manage multiple workloads, priorities, and deadlines.
• Personal drive to start a project and see it through to completion.
• Excellent interpersonal skills, including the ability to work with individuals at all levels 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.

Physical Requirements and Working Conditions

• Available to work onsite in our Downtown Los Angeles-based office.
• The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment.
• LA28 office is an open-floorplan working environment; employees must be able to work efficiently in an open cubicle environment.
• Hours of work may vary, including evenings, weekends, and holidays, especially during peak event periods.
• Perform other duties as required; the role may evolve over time and may include operational responsibilities during the Olympic and Paralympic Games.

Expectations

• Self-starter with experience in defining tasks, seeking feedback, and evolving work where applicable.
• Ability to work effectively in a close team environment.
• Proven ability to build good interpersonal relationships across the organization, balancing assertiveness and setting expectations with diplomacy.
• A collaborative mindset: someone who prioritizes the team and fosters a culture of high performance without ego.
• Ability to implement and manage change effectively.

The annual base salary range for this position is $70,500.00 – $82,000.00. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28’s operational business needs and applicable law.

LA28 does not provide relocation assistance.

LA28 is committed to fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. LA28 will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and all applicable laws. We strive to build a team that is inclusive and encourage qualified candidates of all backgrounds, perspectives, and identities to apply. We assess applications based on relevant skills, education, and experience a candidate can add to our team.