Job Title: L2 Help Desk Technician
Location: Los Angeles, CA
Overview: We are seeking an experienced L2 Help Desk Technician to join our growing IT support team. The L2 Help Desk Technician will be responsible for providing technical support to our internal users and resolving IT-related issues in a timely and efficient manner. This position will require the ability to communicate effectively with users at all levels, strong technical problem-solving skills, and a passion for delivering top-notch customer service.
Responsibilities:
• Responding to requests for technical assistance via phone, email, and help desk ticketing system
• Providing support for hardware, software, and network-related issues for internal users
• Diagnosing and resolving technical issues for users in a timely and efficient manner
• Escalating issues to L3 support or appropriate teams as necessary
• Documenting all support interactions and resolutions in the help desk ticketing system
• Assisting with the installation, configuration, and maintenance of hardware, software, and network infrastructure
• Participating in the maintenance of the IT knowledge base by contributing articles and solutions
• Providing end-user training and support for various applications and systems
• Collaborating with IT team members on technical projects and initiatives
Requirements:
• 2-3 years of experience in a technical support role, preferably in a help desk or customer service environment
• Strong technical troubleshooting skills with a focus on Windows operating systems, Microsoft Office Suite, and general computer hardware and software
• Knowledge of Active Directory, Group Policy, and remote desktop protocols
• Excellent communication skills and ability to work with users of varying technical levels
• Ability to work well under pressure and manage multiple priorities in a fast-paced environment
• Experience with help desk ticketing systems and ITIL best practices
• Bachelor's degree in Computer Science or related field preferred, but not required
Benefits:
• Competitive salary based on experience
• Medical, dental, and vision insurance
• 401k with company match
• Paid time off and holidays
• Professional development opportunities
• Fun and collaborative work environment
If you are a self-motivated individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity
