Help Desk Support

Satwic Inc; Los Angeles (CA); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading software development company is seeking a Help Desk Support aide in Los Angeles, CA. This entry-level position involves providing first-level technical support to end users, diagnosing basic hardware and software issues, and escalating more complex problems. Ideal candidates should have strong customer service skills and a foundational understanding of IT systems. This role offers great hands-on experience in IT support with opportunities for career advancement.

Qualifications

• Foundational understanding of IT systems.
• Experience with ticketing systems is advantageous.
• Knowledge of basic cybersecurity principles is a plus.

Responsibilities

• Respond to user inquiries via phone, email, or ticketing system.
• Troubleshoot and resolve common issues related to hardware and software.
• Escalate unresolved problems to higher‑level IT staff.
• Maintain accurate records of service requests and outcomes.
• Assist with account management tasks such as password resets.
• Provide guidance to users on basic system operations.
• Support the deployment of software updates and patches.

Skills

Customer service skills

Basic troubleshooting techniques

Communication skills

Job description

Help Desk Support

Los Angeles, CA | 12 months with Possible Extension

Supports the Information Technology Division by assisting professional staff in providing first‑level technical support and troubleshooting for end users. Performs administrative and technical tasks to ensure timely resolution of service requests, maintain system accessibility, and uphold agency standards for IT operation.

The Help Desk Aide serves as the initial point of contact for users experiencing technical issues. This role involves diagnosing and resolving basic hardware, software, and connectivity problems, escalating complex issues to appropriate IT personnel, and maintaining accurate documentation of service requests. The position is designed for individuals with foundational IT knowledge and strong customer service skills, offering a developmental pathway toward advanced technical support or systems administration roles.

Key Responsibilities

• Respond to user inquiries via phone, email, or ticketing system, providing timely and courteous assistance.
• Troubleshoot and resolve common issues related to hardware, software, and network connectivity.
• Escalate unresolved or complex problems to higher‑level IT staff, ensuring proper follow‑up and resolution.
• Maintain accurate records of service requests, actions taken, and outcomes in the help desk system.
• Assist with account management tasks such as password resets and access permissions in accordance with security protocols.
• Provide guidance to users on basic system operations and best practices to prevent recurring issues.
• Support deployment of software updates and patches under supervision of IT personnel.

Ideal Candidate

The ideal candidate is customer‑focused, detail‑oriented, and possesses strong communication skills. A foundational understanding of IT systems, troubleshooting techniques, and help desk operations is preferred. Familiarity with ticketing systems and basic cybersecurity principles is a plus. This role offers hands‑on experience in IT support and an opportunity to develop technical and problem‑solving skills essential for career advancement in information technology.

Seniority Level

Entry level

Employment Type

Other

Job Function

Information Technology

Industries

Software Development