IT Support Technician - SSD

Onsite IT Support in Los Angeles with a full-time, day shift schedule (Mon–Fri, 8:30 AM–5:00 PM). This role supports first and second level resolution for IT products and applications, helping keep systems running smoothly through troubleshooting, documentation, and escalation when needed.

Salary: USD 31–40 per hour
Location: Los Angeles, CA (onsite), 4733 Sunset Annex
Schedule: 40 hours per week, day shift
Job Type: Standard, Regular, Full-time, Individual Contributor
Employee Group/Union Affiliation: NUE-SCAL-02|NUE|Non Union Employee
Department: Parsons West Annex - Proj Mgmt-Service Area Support - 0806
Travel: Yes, 50% of the Time

Responsibilities

• Complete IT support assignments by applying up-to-date knowledge, following procedures and policies, and collaborating cross-functionally to meet deadlines and business priorities.
• Deliver first level and basic second level support to resolve issues with products and applications while meeting customer service standards, including positive attitude, active listening, ownership, leveraging knowledge, and clear communication.
• Support troubleshooting with customers to identify routine and moderately complex problems.
• Assist with analyzing and prioritizing incoming requests and alerts, and follow procedures for incident escalation and notification to leadership.
• Escalate routine problems to the appropriate support team or vendor when necessary, and resolve non-complex issues while attempting to work complex problems toward resolution.
• Follow and support the development of standard operating procedures.
• Track and document problem details, request status, and resolutions, including creating and maintaining documentation of workarounds for problem records and changes to proactive processes.
• Support efforts to meet key performance indicators related to performance, availability, and capacity.
• Review information related to new technology, including procedures, installation, and configuration.
• Provide knowledge for routine and moderately complex technical support through a knowledge repository.
• Support execution of disaster recovery and business continuity processes and events.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Social Science, Education, Business, Health Care, or related field OR minimum 2 years of IT experience in a support or operations environment.
• 1 year of experience working in a large matrixed organization.

Knowledge, Skills, and Abilities (Core)

• Ambiguity/Uncertainty Management, Attention to Detail, Business Knowledge, Communication, Critical Thinking, Cross-Group Collaboration
• Decision Making, Dependability, Diversity, Equity, and Inclusion Support, Drives Results, Facilitation Skills, Health Care Industry
• Influencing Others, Integrity, Learning Agility, Organizational Savvy, Problem Solving, Short- and Long-term Learning & Recall
• Teamwork, Topic-Specific Communication

Knowledge, Skills, and Abilities (Functional)

• Acts with Compassion, Crisis Incident Management, Debugging and Troubleshooting, Demonstrating Personal Flexibility
• Innovative Mindset, Managing Diverse Relationships, Microsoft Office, Organizational Skills, Prioritization
• Relationship Building, Technical Communication

Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri