IT Help Desk Technician

The IT Help Desk Technician will support end-users by diagnosing and resolving hardware, software, and network issues, while maintaining accurate documentation and log records. The role is onsite in Pico Rivera, CA and supports ongoing system maintenance, onboarding and offboarding activities, and user education on IT security and system usage.

Onsite Location and Schedule

• Primary work location: Pico Rivera, CA (onsite)
• Commute support as needed: Able to commute to Beverly Hills or West LA as needed
• Potential overtime: During peak business, may require overtime including weekends and evening hours

Compensation

• Salary: USD 33 - 40 per hour

Key Responsibilities

• Provide technical support to end users via phone, email, and in-person
• Troubleshoot and resolve hardware, software, and network issues
• Investigate and test solutions to ensure issues are resolved effectively
• Install, configure, and maintain computer systems and applications
• Monitor and maintain IT infrastructure to support optimal performance
• Keep detailed logs of user interactions, issues, and resolutions
• Escalate complex issues to higher-level support when necessary
• Assist in setup and deployment of new hardware and software
• Support onboarding and offboarding for team members across various platforms
• Conduct regular system updates and backups
• Educate users on best practices for IT security and system usage
• Maintain high levels of customer satisfaction through professional and courteous interactions
• Develop and update technical documentation to support team and end-user learning
• Provide regular progress updates during team meetings and as required

Required Experience

• Minimum experience: 3 years
• Target range: 3-4 years proven experience in an IT help desk or technical support role

Technical Skills and Tools

• Extensive knowledge troubleshooting common Level 1 issues such as internet connectivity, printer issues, slow computer performance, peripheral device issues, email problems, software updates, application errors, file recovery, and hardware diagnostics
• Competent knowledge troubleshooting common Level 2 issues including review of logs, root cause analysis, software installation and management for specialized tools and systems, advanced troubleshooting, network maintenance, and knowledge of network security practices and anti-virus programs such as Sophos AV
• Familiarity with firewalls, switches/APs, servers, routers, load balancers, NVRs, and other common hardware
• Experience supporting Windows 10/11 and Apple devices (iOS and MacOS)
• Familiarity with Windows Server 2012/2016, particularly Active Directory (on-prem)
• Extensive experience with Office 365 administration
• Familiarity with cloud services (G Suite, Azure AD) and UEM and MDM platforms
• Knowledge of networking concepts (TCP/IP, DNS, DHCP) and troubleshooting DNS, DHCP, VPN, and other network/server-related services
• Familiarity with remote desktop tools and help desk software
• Basic understanding of cybersecurity principles and best practices
• Ability to script and automate tasks using PowerShell or similar tools
• Experience with hardware diagnostics and repair
• Familiarity with troubleshooting multifunction and desktop printers, including installation, configuration, and maintenance

Technologies

• Sophos AV
• Active Directory (on-prem)
• Office 365 administration
• G Suite
• Azure AD
• UEM and MDM platforms
• TCP/IP, DNS, DHCP
• VPN
• Remote desktop tools
• Help desk software
• PowerShell
• Windows 10, Windows 11
• iOS, MacOS
• Windows Server 2012, Windows Server 2016

Additional Requirements

• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team, including with external parties such as vendors and managed service providers
• Strong organizational skills and attention to detail
• Keen analytical and problem-solving skills, including creative thinking
• Interest in developing procedures and identifying improvements to existing procedures
• Customer-focused approach with a commitment to high-quality support
• Ability to maintain a respectful, professional demeanor and resolve issues calmly and courteously, even in challenging situations
• Physical ability to lift and move up to 25 pounds repeatedly, including tasks such as moving and installing desktop printers, monitors, network equipment, and servers

Benefits

• Full benefits
• 401(K) plan: includes company matching contributions
• Bonus eligible