IT Support Specialist

Jobtailor; Los Angeles (CA); On-site; USD 52,000 - 75,000; Full time

Job summary

Jobtailor in Los Angeles is seeking an IT Support/Help Desk professional to be the first point of contact for all IT requests. You will triage, resolve, and document tickets while ensuring SLAs are met.

You will troubleshoot Windows and macOS devices, manage imaging and provisioning, and assist with onboarding and offboarding processes. Strong communication and documentation skills are essential.

Qualifications

• 2–4 years of IT support or help desk experience.
• Hands-on support for macOS and Windows environments.
• Familiarity with Google Workspace or Microsoft 365.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Triage, prioritize, resolve, document, and escalate help desk tickets.
• Troubleshoot devices and connectivity issues across laptops, printers, and peripherals.
• Assist with onboarding and offboarding and device provisioning.
• Maintain accurate ticket notes and IT documentation.
• Write knowledge-base articles and how-to guides.

Skills

IT support

Help desk

Troubleshooting

Customer service

Communication

Ticket management

Documentation

Education

ITIL Foundation

Tools

Google Workspace

Microsoft 365

Rippling

HRIS platforms

Job description

• Serve as the first point of contact for all IT support requests across the agency
• Triage, prioritize, resolve, document, and escal…! help desk tickets
• Troubleshoot Windows and macOS laptops, peripherals, printers, and basic network connectivity issues
• Diagnose and resolve issues with email, conferencing, file sharing, password managers, and messaging platforms
• Support device imaging, setup, deployment, replacement, returns, and decommissioning
• Assist with onboarding and offboarding, including device configuration, access checks, application setup, and equipment coordination
• Maintain accurate ticket notes, asset records, and IT documentation
• Write and maintain user-friendly knowledge-base articles and how-to guides
• Identify recurring issues and surface patterns to the Senior IT Administrator
• Keep employees informed of ticket status and resolve requests within defined SLAs
• Participate in daily, weekly, and monthly support, ticket review, inventory, and documentation cadences

Requirements

• 2 to 4 years of experience in an IT support or help desk role
• Hands-on experience supporting macOS and Windows environments
• Familiarity with Google Workspace or Microsoft 365
• Strong troubleshooting skills
• High-quality customer service orientation
• Clear written and verbal communication
• Ability to remain professional and calm under pressure
• Organized and process-driven approach
• Consistent adherence to documented procedures and proactive identification of gaps
• Experience with Rippling or a similar HRIS/device management platform is nice to have
• Basic understanding of SSO, MFA, and access controls is nice to have
• ITIL Foundation or service desk framework experience is nice to have

Core Competencies

Demonstrates expertise in IT support, including troubleshooting Windows and macOS environments, managing help desk tickets, and maintaining IT documentation. Strong customer service orientation and effective communication skills are essential for resolving issues and supporting users.

Highest-signal resume keywords

• IT Support Experience
• Troubleshooting Skills
• Windows and macOS Support
• Customer Service Orientation
• Google Workspace or Microsoft 365 Familiarity

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Help Desk Ticket Management
• Device Imaging
• Email and Messaging Support
• Network Connectivity Issues
• Access Control Understanding
• SSO and MFA Basics
• Knowledge-Base Article Writing
• Asset Record Maintenance
• Onboarding and Offboarding Support

Soft Skills

• Clear Communication
• Professionalism Under Pressure
• Organizational Skills
• Process-Driven Approach

Certifications & Qualifications

• ITIL Foundation

Industry Keywords

• Service Desk Framework
• IT Documentation
• Ticket Resolution
• Customer Support

Tools & Technologies

• Google Workspace
• Microsoft 365
• Rippling
• HRIS Platforms