Role Summary:
We are seeking a dependable and detail-oriented Level 2 IT Support Technician to provide day-to-day technical support to end users. This role involves a combination of help desk responsibilities and a strong focus on onboarding/offboarding tasks, along with basic desktop, network, and system support. This technician will address common support requests while assisting senior staff with larger initiatives or escalations. Candidates must be highly responsive, organized, and comfortable working with clients both onsite and remotely.
About Us:
Our main HQ is located in Downtown Los Angeles. Like with any IT related position, on occasion you will be required to stay after hours or come in on weekends but we try to keep such work to a minimum.
Key Responsibilities:
Help Desk Support:
• Respond to, troubleshoot, and resolve or escalate incoming technical issues via phone, email, or onsite.
• Support users with desktop and laptop issues, Office applications, and Windows environments.
• Provide face-to-face and remote customer service, including Zoom and phone-based support.
Onboarding & Offboarding:
• Provision and deprovision accounts (Microsoft 365, Zoom, etc.).
• Image and configure devices; handle desk setups and workstation preparations.
• Coordinate access rights, MFA, VPN, and user permissions as per SOPs.
• Recover and decommission user equipment; update documentation and inventory accordingly.
General Technical Support:
• Reset passwords, release emails/files from quarantine, whitelist websites.
• Manage basic internet, network, and printer issues.
• Setup and support A/V conference rooms.
• Assist senior engineers on larger IT projects as needed.
• Follow change management procedures for requests requiring higher-level authorization
Technical Environment & Tools:
• Operating Systems: Windows 11, Windows Server
• Productivity & Collaboration: Office 2024, Zoom, Adobe Subscription
• Security & Endpoint Tools: Fortimail, Mimecast, Crowdstrike, Duo, McAfee Gateway, Veritas Backup Exec
• Networking & Remote Access: Checkpoint VPN, RAS, Proxy, Switches, Firewalls
• Directory Services: Active Directory, Exchange, Group Policy Management
• Asset & Endpoint Management: Endpoint Central, Blackberry UEM, Lansweeper
• Other Tools: Avaya, VMware vSphere
Required Knowledge, Skills, and Abilities:
• Basic understanding of networking (TCP/IP, DNS, VPN, firewalls).
• Experience with Microsoft 365, Windows desktop operating systems.
• Familiarity with imaging and deploying machines, endpoint management, MFA.
• Strong communication skills, with ability to explain technical topics clearly to non-technical users.
• Ability to handle multiple tasks and adapt quickly to new technologies and systems.
• Comfortable working independently and as part of a team.
Required Knowledge, Skills, and Abilities:
• Basic understanding of networking (TCP/IP, DNS, VPN, firewalls).
• Experience with Microsoft 365, Windows desktop operating systems.
• Familiarity with imaging and deploying machines, endpoint management, MFA.
• Strong communication skills, with ability to explain technical topics clearly to non-technical users.
• Ability to handle multiple tasks and adapt quickly to new technologies and systems.
• Comfortable working independently and as part of a team.
Experience & Qualifications:
• Prior help desk or IT support experience (2-4 years’ experience).
• Demonstrated ability to follow direction, document work thoroughly, and complete assignments independently.
• Willingness to learn new applications, follow corporate policies, and operate within a change-controlled environment.
• Has at least one certification. The following certifications are preferred: MCITP, MCP, CCNA/CCDA/CCNP, Project+, Network+, Apple
• Must be able to pass a background check.
Our Core Philosophy:
- Client comes first. We are extremely client satisfaction focused. Delivering exceptional client support is absolutely mandatory.
Benefits:
• $60K to $75K a year
• 9 national holidays and 1 floating holiday.
• Up to 4 weeks of paid vacation per year with Annual Personal Travel Reimbursement
• Competitive 401K package
• Work with smart and hard-working group of people
• Group Medical with Employer Contribution.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance
Schedule:
• 8 hour shift
• Day shift
• Monday to Friday
Ability to Commute:
• Los Angeles, CA 90071 (Required)
Ability to Relocate:
• Los Angeles, CA 90071: Relocate before starting work (Required)
Work Location: In person
