Senior IT Help Desk Lead (Level 3)

Entertainment Earth; Strathearn (CA); On-site; USD 28,000 - 29,000; Full time

Benefits offered by this job

Discounts on collectibles

Free snacks

Bring your dog to the office

Early Fridays

Medical/Dental/Vision Plans

401(k) matching

Educational reimbursement

Job summary

Entertainment Earth is seeking an experienced Level 3 IT Help Desk professional to own the service desks across IT and Software teams. You will mentor staff, resolve high-complexity issues, and drive projects from kickoff to completion while reporting progress to leadership.

The role requires 4+ years of IT support, strong AD/M365/Exchange Online skills, and ITIL-aligned processes. On-site location in Simi Valley, CA offers full-time opportunities with comprehensive benefits.

Qualifications

• 4+ years IT support experience, including escalations in Level 2/3.
• Hands-on administration of an ITSM platform (Jira Service Management strongly preferred).
• Strong knowledge of Active Directory, Microsoft 365, and Exchange Online administration.
• Advanced troubleshooting of Windows 10/11 and macOS, plus networking fundamentals (DNS, DHCP, TLS).
• Proven ability to run projects independently and communicate status, risks, and blockers to leadership.
• Excellent written and verbal communication, with ability to explain technical issues clearly.

Responsibilities

• Own all facets of the IT service desk and the Software team’s service desks in Jira Service Management, including queues, workflows, SLAs, priorities, and automation.
• Monitor queue health daily and ensure tickets are triaged, assigned, and resolved within SLA; intervene on aging or at-risk tickets.
• Define intake, triage, and routing rules so requests reach the right developers; align desk with department standards.
• Establish ITSM processes for incident, service request, problem, and change management based on ITIL practices.
• Produce recurring service desk reports and dashboards; recommend improvements based on trends.
• Perform problem management on recurring issues, identify root cause, and drive permanent fixes.

Skills

IT Support

Jira Service Management

Active Directory

Microsoft 365

Exchange Online

Windows 10/11

macOS

Networking basics

Communication

Education

High school

Tools

Confluence

Job description

Entertainment Earth is seeking an experienced Level 3 IT Help Desk professional to own the service desks across IT and Software teams. You will mentor staff, resolve high-complexity issues, and drive projects from kickoff to completion while reporting progress to leadership.

The role requires 4+ years of IT support, strong AD/M365/Exchange Online skills, and ITIL-aligned processes. On-site location in Simi Valley, CA offers full-time opportunities with comprehensive benefits.