IT Support

Overview

• Provide Level 1 IT support for hardware, software, and network troubleshooting in a dynamic on-site environment.
• Diagnose and resolve technical issues related to desktop, mobile, VPN, and remote access systems.
• Collaborate with higher-tier support teams to ensure smooth escalation and resolution processes.
• Manage user accounts, permissions, and security protocols including multi-factor authentication and role-based access control.
• Maintain and update IT knowledge bases with solutions, workarounds, and best practices.
• Deliver exceptional customer service with clear communication and timely updates on incident progress.
• Support proactive monitoring of systems to identify and mitigate potential issues.
• Collaborate with IT teams to enhance system functionality and reduce repetitive incidents.

Key Responsibilities & Duties

• Diagnose and resolve escalated technical issues, ensuring efficient troubleshooting and resolution processes.
• Act as a liaison between end-users and higher-tier support teams, providing detailed documentation of issues.
• Monitor incidents using ITSM tools to ensure compliance with SLAs and conduct root cause analysis.
• Manage user access requests, password resets, and security provisioning tasks.
• Provide support for SaaS applications, including upgrades, patches, and system enhancements.
• Maintain and improve help desk documentation and training materials for enhanced user support.
• Deliver professional customer service and communication during technical support interactions.
• Assist in proactive system monitoring and implementation of automated solutions for incident reduction.
• Mentor Tier 1 support staff to enhance their troubleshooting skills and knowledge.

Job Requirements

• Bachelor of Science (BS) degree in a relevant field is required.
• Minimum of 2 years of IT support experience; 4 years preferred.
• Proficiency in troubleshooting hardware, software, and network-related issues.
• Experience with ITSM tools such as ServiceNow for incident tracking and management.
• Knowledge of SaaS applications and system enhancement processes.
• Strong communication skills for effective customer service and team collaboration.
• Ability to work on-site five days a week in Santa Monica.
• Entry-level role with opportunities for skill development and growth.