IT Technical Support

Stellar Services; Los Angeles (CA); On-site; USD 40,000 - 100,000; Full time

Job summary

Stellar Services in Los Angeles is seeking an IT Help Desk professional to handle customer emails, diagnose issues, and document outages. The role includes incident assessment, ticketing in Freshdesk/ServiceNow, onboarding/offboarding staff, hardware/software installations, and support across airport sites.

The ideal candidate communicates clearly, collaborates with the team, and provides training and orientation to new staff. Salary is conditional on experience and qualifications.

Qualifications

• Answer incoming customer emails to the Help Desk.
• Diagnose and troubleshoot system issues using established procedures.
• Analyze and document production outages and incidents.
• Escalate incidents by severity and impact.
• Submit tickets in Freshdesk, ServiceNow, and related tools.
• Complete onboarding or offboarding functions for staff mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of staff at various locations.
• Provide IT support at division-wide sponsored events.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new staff.

Responsibilities

• Answer incoming customer emails to the Help Desk.
• Diagnose and troubleshoot system issues.
• Analyze production outages and incidents.
• Determine incident severity and impact; escalate as needed.
• Communicate with team members clearly.
• Submit tickets in Freshdesk and ServiceNow.
• Complete onboarding or offboarding for staff.
• Perform hardware and software installations.
• Oversee deployments and relocations at airport locations.
• Provide IT support at division events.
• Provide on-the-job training to new staff.
• Provide computer orientation to new staff.

Skills

Customer support

Troubleshooting

Communication

Teamwork

Tools

Freshdesk

ServiceNow

Job description

Salary Depends on Experience: $40,000 - $100,000

• Answer incoming customer emails to the Help Desk.
• Follow established procedures to diagnose and troubleshoot system issues.
• Analyze, determine, and document reported production outages/incidents.
• Determine severity, impact, and nature of incidents. Escalate as needed.
• Communicate clearly with other team members.
• Submit tickets for new service or applications requests in Freshdesk and IT Service-Now and otherrelated tracking applications.
• Complete onboarding or offboarding functions for staff being mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of staff at various locations throughout the airport footprint.
• Provide IT support at Division-wide sponsored events.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new staff.

Hardware and Infrastructure Experience

• PC Hardware Troubleshootingo Capable of diagnosing and resolving hardware component failures including motherboards,power supplies, memory and storage devices. Proficient in handling upgrades,replacements, and configurations.
• Network Infrastructure Troubleshooting: Capable of identifying and resolving common LAN/WAN issues such as cabling faults,switch/router configuration errors, and IP conflict resolution. Adept in managing networkperformance and connectivity troubleshooting, including wireless networks and VPN issues.

IT Technical Support IProgram – IT Technical Support IPS1031Installation, Configuration, and Maintenance

• Windows Operating Systemso Proficient in the installation, configuration, and administration of Windowsoperating systems (Windows 10, 11). Experienced in applying security patches,system updates, and driver updates.
• Microsoft Office 365 Suite:o Proficient in deploying, troubleshooting, and providing user support for bothstandalone Microsoft Office and Microsoft 365 versions. Highly experienced withcore productivity tools such as Word, Excel, PowerPoint, and Out look, as well ascollaboration and integration solutions like OneDrive and Teams

NYC Headquarters

70 W 36th St., 7th FL
New York, NY 10018

Atlanta, GA

448 East Paces Ferry Rd,
NE Atlanta, GA 30305

San Francisco, CA

1 Sansome Street, Suite 3500,
San Francisco, CA, 94104

Certified Minority-Owned Business Enterprise

• Certified
• Minority-Owned
• Business Enterprise