Hybrid IT Support Specialist

Steno Agency, Inc.; Los Angeles (CA); Hybrid; USD 37,000 - 50,000; Full time

Benefits offered by this job

Premium Medical, Dental & Vision

Healthcare Reimbursement

Wellness/Mental Health benefits

Flexible Paid Time Off

Equity options

Access to a company-provided 401(k)

Home office setup and monthly stipend

Job summary

Steno Agency, Inc. is hiring a Help Desk Specialist in a hybrid Downtown Los Angeles setting. You will be the frontline IT support, handling tickets, troubleshooting across macOS and Windows, and guiding non-technical users with clear communication.

Role involves end-user hardware deployment, Zoom Phone setup, software licensing, and collaborating with Tier 2 for complex issues. A degree and relevant certs plus a proactive security mindset are preferred.

Qualifications

• 1+ years of help desk, IT support, or equivalent experience
• Experience explaining technical concepts to non-technical staff
• Familiarity with macOS and Windows environments
• Ability to manage multiple open tickets and prioritize workload
• Demonstrated security-minded approach to IT support

Responsibilities

• Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution
• Troubleshoot methodically, reproduce issues, consult documentation, and escalate when needed
• Resolve software support requests including application troubleshooting and access issues; provide Zoom Phone setup and support
• Escalate unresolved issues to Tier 2 with thorough documentation and context
• Manage end-to-end computer and accessory deployment for new hires and staff, coordinating with vendors
• Stage and deploy standard new-hire software licenses per deployment matrices
• Maintain onboarding training materials and guides for new hire roles
• Coordinate hardware repairs, e-waste disposal, and process purchase requests via ticketing system
• Create, update, and maintain IT knowledge base content and SOPs
• Maintain flexibility with hybrid on-site/remote schedule and occasional overtime

Skills

Customer-facing communication

Troubleshooting

Written communication

Security-minded

Time management

Education

Associate's or Bachelor's degree

CompTIA A+ or equivalent certification

Tools

Google Workspace

Microsoft 365

Zoom (including Zoom Phone)

Job description

Steno Agency, Inc. is hiring a Help Desk Specialist in a hybrid Downtown Los Angeles setting. You will be the frontline IT support, handling tickets, troubleshooting across macOS and Windows, and guiding non-technical users with clear communication.

Role involves end-user hardware deployment, Zoom Phone setup, software licensing, and collaborating with Tier 2 for complex issues. A degree and relevant certs plus a proactive security mindset are preferred.