Junior IT Specialist

The Refinery; Los Angeles (CA); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading entertainment advertising agency in Los Angeles is seeking a Technical Support Specialist to assist with user technical issues in a Mac-heavy environment. The role involves troubleshooting, setting up new employee computers, and maintaining software. Candidates should have strong customer service skills and be organized, with a preference for those with experience in a creative workforce. This fully-remote position may require some onsite work in Burbank, CA.

Benefits

401K

Vision

Medical

Life Insurance

Paid Time Off for New Parents

Ongoing Education Assistance

Employee Referral Incentive Program

Wellness Program

Flexible Spending Account for Healthcare

Paid Vacation and Sick Leave

Qualifications

• Experience in a Mac-heavy environment preferred.
• Strong customer service and interpersonal skills.
• Intermediate proficiency in Mac hardware.

Responsibilities

• Serve as the first point of contact for technical issues.
• Troubleshoot and report on user hardware and software issues.
• Set up new employee computers with applications.

Skills

Customer service

Organization

Time management

Problem-solving

Tools

Zendesk

Office suite

GSuite

Adobe Application suite

Job description

The Refinery is an award-winning entertainment advertising agency based out of Los Angeles, CA. We work with all of the major studios producing social, digital, and print creative campaigns for theatrical, television & streamer clients.

We are looking for candidates who embody our core values – Refiners are talented, kind, client-focused, ego-free, and passionate. We work virtually but have maintained a culture where caring for each other remains a top priority. We still come together to celebrate – from fun team events to birthdays to our favorite holiday: Halloween! We work hard to make sure everyone feels like part of the team.

Enough about us, here’s what we’re looking for:

Responsibilities

• You will serve as the first point of contact for employee/user technical issues, determine and take appropriate steps for resolution
• Troubleshoot, track, and report on user hardware, software, or other technology issues using the ticket system Zendesk
• Identify repeat issues with software or hardware, and research and recommend solutions for long-term resolution
• Set up new employee computers with appropriate applications and peripherals for delivery
• Handle regular maintenance activities such as software updates and monitor calibration
• Handle system backups, ensuring accurate and timely ability to retrieve data, as required

Requirements

• Experience at the Genius Bar or as an Apple-trained hardware technician is preferred, but not required
• Proven experience supporting users in a Mac-heavy environment with a thoughtful, solutions-focused approach
• Excellent organization, time management, and prioritization skills
• A solid understanding of network systems and the ability to respond effectively to outages or disruptions
• Strong customer service and interpersonal skills, particularly within a creative workforce
• Intermediate proficiency in Mac hardware, beginner with PC
• Intermediate/advanced proficiency in Office suite/Outlook, GSuite, and beginning/intermediate level with Adobe Application suite
• Experience with Okta is a plus

Salary Range

$25-$30/hr
The rate offered will depend on qualifications, years of relevant experience, and skillset. If your requirements fall outside the stated pay range, we still encourage you to apply.

Official working hours are 9:30 am–6:30 pm PST. However, hours can fluctuate depending on client requests, and may be staggered based on after-hours needs.

• Fully-Remote Agency*
• 401K
• Vision
• Medical
• Life Insurance and AD&D Coverage
• Paid Time Off for New Parents
• Assistance with Ongoing Education and Professional Development
• Employee Referral Incentive Program
• Wellness Program with Lifestyle Reimbursement Options
• Flexible Spending Account (FSA) for Healthcare Expenses
• Dependent Care Flexible Spending Account (DCFSA)
• Access to Coworking Space Memberships
• Participation in Employee-Led Resource Groups
• Paid Vacation and Sick Leave

*Please note that while the majority of our staff is remote, this position will require some onsite work in Burbank, CA.

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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The Refinery is evolving and taking steps to ensure an inclusive workplace, starting with our commitment to looking at our business through an equitable lens. We know a balanced workforce brings broader perspectives, strengthens our values and culture, and produces the work we love to see in the world.

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