Job Description:

We are seeking a skilled and customer-focused IT Support Professional with 3 years of hands-on experience to join our dynamic team. The ideal candidate will be responsible for providing technical assistance, troubleshooting, and resolving IT-related issues for our employees and customers. This role requires a strong ability to diagnose technical problems, excellent communication skills, and a commitment to delivering effective and efficient solutions.

Key Responsibilities:

• End-User Support: Provide technical support for hardware, software, and network-related issues, ensuring timely resolution to meet service level agreements (SLAs).
• Troubleshooting: Diagnose and resolve technical issues related to operating systems, applications, peripherals, and connectivity on employee devices (e.g., desktops, laptops, and mobile devices).
• Ticket Management: Log, prioritize, escalate, and resolve helpdesk tickets using the company's ticketing system while ensuring thorough documentation and follow-ups.
• System Maintenance: Conduct regular system updates, including patching software, managing antivirus, and ensuring OS compatibility.
• User Training: Provide basic training or guidance to end users on IT systems, tools, and best practices, minimizing recurring issues.
• Hardware Deployment: Set up and configure new IT equipment (e.g., laptops, desktops, printers, and accessories).
• Network Support: Assist in maintaining and troubleshooting basic network issues (including connectivity, VPN, and Wi-Fi). Escalate more complex issues to the appropriate teams.
• Collaboration: Work closely with IT teams to implement system upgrades, deploy new technologies, and contribute to various IT projects.
• Security: Enforce IT security policies and procedures and assist users in following best practices for data protection.

Qualifications and Requirements:

• Experience: Minimum of 3 years of experience in IT support, helpdesk, or a similar technical support role.
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Technical Skills:
  • Strong knowledge of operating systems (Windows, macOS, and/or Linux).
  • Proficient in troubleshooting Microsoft Office Suite (e.g., Outlook, Excel, Word, Teams).
  • Hands-on knowledge of hardware troubleshooting and peripheral device configurations.
  • Experience with ticketing systems (e.g., Zendesk, Jira, Freshdesk).
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Certifications (preferred but not required): CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation, or equivalent.
• Soft Skills:
  • Excellent problem-solving and analytical skills.
  • Strong written and verbal communication abilities.
  • Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  • A patient and customer-oriented approach to problem resolution.
• Adaptability: Willingness to work flexible hours or provide after-hours support when required.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.