Help Desk Technician

Los Angeles Apparel is hiring a proactive Help Desk Technician to be the first point of contact for technology support across the organization. This onsite role in Los Angeles focuses on diagnosing and resolving hardware, software, and network issues while maintaining clear communication and dependable follow-through in a fast-paced, rapidly growing environment.

Role summary

As the Help Desk Technician, you will support corporate users, retail locations, network infrastructure, and point-of-sale (POS) systems. You will manage urgent incidents promptly, provide assistance remotely, and coordinate on-site support when critical business systems require it.

Responsibilities

• Act as the first point of contact for technical support across the organization.
• Troubleshoot hardware, software, and network issues.
• Deliver strong service through clear communication, effective problem-solving, and follow-through in a fast-paced, rapidly growing work environment.
• Join a rotating on-call schedule for weekend and after-business-hours coverage to respond to urgent IT support requests.
• Provide remote support and, when necessary, on-site support during weekends, holidays, and after-hours for critical business systems.
• Respond promptly to high-priority incidents affecting corporate users, retail stores, network infrastructure, and POS systems.

Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Experience supporting Windows 10/11, macOS, and Microsoft 365 applications.
• Experience configuring, deploying, and supporting Apple devices, including Mac computers and iPads.
• Experience supporting retail POS systems, including POS software, payment terminals, barcode scanners, receipt printers, cash drawers, and related peripherals.
• Ability to install, configure, troubleshoot, and maintain desktop computers, laptops, printers, mobile devices, POS equipment, and other IT hardware.
• Familiarity with Active Directory, Microsoft Entra ID (Azure AD), user account management, and password resets.
• Basic understanding of TCP/IP networking, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
• Experience using help desk ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar.
• Experience with Apple Business Manager and MDM solutions such as Microsoft Intune, Jamf, or Kandji is preferred.
• Excellent communication, customer service, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple support requests and work independently in a fast-paced environment.
• CompTIA A+, Network+, Microsoft, Apple, or other relevant IT certifications are a plus.

Technology focus

• Windows 10/11, macOS
• Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive)
• Active Directory, Microsoft Entra ID (Azure AD)
• Apple Business Manager, MDM solutions including Microsoft Intune, Jamf, and Kandji
• ServiceNow, Jira Service Management, Zendesk, Freshservice
• Quick Assist, TeamViewer, AnyDesk
• TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting
• POS systems, POS software, payment terminals, barcode scanners, receipt printers, cash drawers, label printers

Work schedule and availability

• Full-time, Monday through Friday.
• Standard business hours are 10:00 AM to 7:00 PM (or as assigned).
• Rotating on-call schedule during weekends and after business hours for urgent IT support requests.
• Must be available to provide remote and, when necessary, on-site support during weekends, holidays, and after-hours for critical business systems.
• Occasional overtime may be required for system maintenance, upgrades, store openings, and emergency support.
• Must respond promptly to high-priority incidents affecting corporate users, retail stores, network infrastructure, and POS systems.

Benefits

• Medical and dental benefits
• 401k
• Overtime opportunities

Location

Los Angeles, CA (onsite). Must be based in the Los Angeles area.