IT Help Desk Technician

Apex Technology, Inc. is hiring an IT Help Desk Technician to deliver hands-on Tier 1 and Tier 2 technical support to end users in the Playa Vista area of Los Angeles. In this onsite role, you will troubleshoot and resolve issues across devices, operating systems, applications, and connectivity while following established procedures and documenting each step in the ticketing system.

You will work through support tickets from initial triage to closure, escalating complex problems when they require additional resources. The focus is practical problem solving with a professional, patient, and solution-oriented approach for users at different technical comfort levels.

What you’ll do

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, peripherals, applications, and network connectivity.
• Diagnose and troubleshoot hardware, software, operating systems, applications, Wi-Fi, VPN, Ethernet, and related technical issues.
• Support users across Windows, macOS, iOS, Android, and Linux, learning new operating systems, applications, and technologies as needed.
• Install, configure, update, and maintain operating systems, applications, hardware, and peripheral devices.
• Assist with user accounts, passwords, access issues, Microsoft 365, and other related IT services.
• Deliver both remote and in-person technical support using remote-access and support tools.
• Handle assigned support tickets from troubleshooting through resolution, escalation, and closure.
• Follow documented procedures, and when standard steps do not work, identify possible solutions and alternative troubleshooting approaches.
• Document troubleshooting steps, findings, solutions, and relevant details clearly in the ticketing system.
• Escalate complex or unresolved issues with sufficient troubleshooting information for the next support level.
• Maintain a professional, patient, and solution-focused communication style with end users.

What you bring

• Hands-on experience troubleshooting hardware, software, operating systems, and network connectivity.
• Experience providing Tier 1 and Tier 2 IT support.
• Working knowledge of Windows, macOS, iOS, Android, and Linux.
• Strong problem-solving and troubleshooting skills, including the ability to isolate root causes.
• Ability to quickly learn new technologies, systems, and procedures.
• Ability to follow technical instructions and established processes while using judgment to suggest practical solutions.
• Experience using ticketing/ITSM systems and maintaining accurate technical documentation.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and other common networking concepts.
• Strong communication skills for explaining technical issues and solutions clearly to end users.
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (required).
• Minimum 1 to 2 years of experience in an IT support, helpdesk, or desktop technician role.
• Must be a US citizen.
• Willingness to work full-time on-site in the Playa Vista area of Los Angeles.

Technologies

• Windows, macOS, iOS, Android, Linux
• Microsoft 365
• Wi-Fi, VPN, Ethernet
• TCP/IP, DNS, DHCP

Compensation and benefits

Compensation range: USD 70,000 to 85,000 per year.

• Equity in Apex Technology, Inc., enabling you to benefit from the work you create.
• 100% company-paid medical, dental, and vision for you and your dependents.
• $100k life insurance at no cost.
• Comprehensive PTO starting at 15 days vacation, growing to 20+ days annually, plus 10 paid holidays.
• Competitive 401(k) plan with generous matching: 100% match on the first 3%, and 50% match on the next 2%.
• 8 weeks paid parental leave plus childcare reimbursement up to $350/day for work-related travel.
• Daily catered lunch and unlimited snacks.
• Monthly office socials, pickleball tournaments, run club, and gatherings for you and your family.
• Support for your workstation setup with the tools you need to be productive.
• World-class Playa Vista office with in-person collaboration and flexibility to integrate work and life.
• Opportunity to work alongside experts from aerospace, new space, and other cutting-edge industries.