IS Support Administrator I

Lacma; Los Angeles, Northern (CA, KY); Hybrid; USD 30,000 - 40,000; Part time

Job summary

LACMA in Los Angeles is seeking an IS Support Administrator I (Regular, Part-Time) to provide Tier 1 hardware, software, and network support, troubleshoot issues, and track them in the Help Desk system. Reporting to the Director of Information Services, the role serves as the first point of contact for staff.

Responsibilities include responding to tickets via email/phone/chat, basic password resets and MFA, onboarding, monitoring alerts, and generating reports for management.

Qualifications

• 1 year of IT support experience required.
• Familiarity with Windows 10/11 and macOS.
• Basic understanding of Active Directory and Google Workspace.
• Ability to diagnose and resolve basic technical issues.
• Strong organizational, communication, and customer service skills.

Responsibilities

• Serves as the primary point of contact for users, answering questions and solves moderately technical issues with users via email, phone, in person, or chat.
• Provides Tier 1 troubleshooting and technical support for desktop, laptop, mobile device, and application issues, escalating complex issues to the designated IS team member.
• Follows documented procedures and knowledge-based articles to troubleshoot and resolve issues related to, but not limited to: Password reset and MFA, Basic network connectivity, Standard desktop/laptop hardware.
• Installs, configures, and maintains computer hardware, software, printers, and peripheral devices.
• Monitors and responds to system alerts and automated tickets.
• Supports remote users and troubleshoot connectivity issues.

Skills

Customer service

Technical support

Communication

Tools

Windows 10/11

macOS

Active Directory

Google Workspace

TeamViewer

AnyDesk

Intune

Job description

IS Support Administrator I (Regular, Part-Time)

Information Services

Reporting to the Director of Information Services, the IS Support Administrator I provides technical support and administration for Information Services systems by troubleshooting Tier 1 hardware, software, and network issues and escalating more complex issues. As the first point of contact for users, this role is responsible for promptly responding to and resolving issues and tracking their status in the Help Desk Support reporting system.

Responsibilities:

Administrative and Technical

Serves as the primary point of contact for users, answering questions and solves moderately technical issues with users via email, phone, in person, or chat.

Provides Tier 1 troubleshooting and technical support for desktop, laptop, mobile device, and application issues, escalating complex issues to the designated IS team member.

Follows documented procedures and knowledge-based articles to troubleshoot and resolve issues related to, but not limited to:

• Password reset and MFA
• Basic network connectivity
• Standard desktop/laptop hardware

Installs, configures, and maintains computer hardware, software, printers, and peripheral devices.

Assists with new-user onboarding, including account setup and workstation preparation.

Monitors and responds to system alerts and automated tickets.

Supports remote users and troubleshoot connectivity issues.

Help Desk Ticketing System

Responds to help desk tickets, logs support interactions with detailed and accurate information.

Ensures the requestor receives feedback and a status update via the Help Desk Ticketing system at regular intervals.

Checks the Help Desk Ticketing system for accuracy, completeness of entries, and to close out completed support requests.

Generates reports from the Help Desk Ticketing system for pending, in progress, and completed requests for managerial review.

Customer Service

Provides professional and exceptional customer service and technical guidance to staff.

Trains users on basic technology tools and best practices.

Communicates technical information clearly to non-technical users.

Technology Operations

Aids in maintaining IS asset inventory, software licensing, and equipment lifecycle records.

Assists with the coordination of hardware and software deployment.

When requested, support technology projects, system upgrades, and new implementations.

The expected hourly rate for this Los Angeles, CA-based position is $25.00, subject to change.

Qualifications:

Minimum 1 year of IT support with strong technical aptitude and a customer service background.

Familiarity with Windows 10/11 and macOS.

Basic understanding of Active Directory and Google Workspace.

Ability to diagnose and resolve basic technical issues.

Strong organizational, communication, and customer service skills.

Preferred, but not required:

Basic working knowledge of TCIP/IP, DNS, DHCP.

Experience with help desk ticketing systems preferred, not required.

Familiar with remote support tools (TeamViewer, AnyDesk, Intune, etc)