Temporary Service Desk Tech II

Temporary Service Desk Tech II supports internal users and manages service desk requests in line with defined SLAs using ITIL-aligned service management practices.

Responsibilities

• Handle Corporate IT service requests within defined SLAs; provide technical support to end users, including executives and VIPs, via in-person, phone, chat, and email.
• Act as the first escalation point for complex incidents and service requests; resolve issues independently or coordinate with internal teams and vendors.
• Deliver high-level customer service to all end users, with added focus on executive support needs.
• Support onboarding and offboarding, including IT orientation, account provisioning, group permission updates, license assignments, and technology setup for new hires and departing employees.
• Deploy and configure endpoint devices per established procedures; identify and implement improvements to software deployment and asset tracking.
• Create, maintain, and update SOPs, service desk documentation, and internal knowledge base articles.
• Support adherence to ITIL service management principles and contribute to adoption of industry best practices.
• Provide Office 365 support, including user account management, troubleshooting, and end-user education.
• Collaborate with cross-functional teams and external vendors to resolve escalated cases and align solutions with business needs.
• Participate in evaluation, testing, and implementation of new technologies, tools, and IT processes.
• Support conference room technology, including audio/visual systems, video conferencing, and presentations.

Requirements

• AA/AS degree in a computer-related field of study.
• 2–4 years of experience in IT Support or a related position.
• Experience with Mac setup and troubleshooting.
• Experience drafting and maintaining documentation such as SOPs, knowledge base articles, and onboarding materials.
• Knowledge of Active Directory.
• Understanding of O365 / Office 365.
• Understanding of networking concepts, including TCP/IP and LAN/Wireless.
• Intermediate capability supporting, maintaining, and troubleshooting a range of hardware, software, and endpoint systems in both Windows and macOS.
• Knowledge of enterprise IT environments, including identity and access management, device provisioning, and Office 365 administration.
• Familiarity with ITIL service management concepts and service desk operations, including incident escalation and documentation practices.
• Ability to take ownership of complex issues, follow through on resolution, and coordinate with teams or vendors as needed.
• Strong interpersonal and communication skills; can translate technical information for non-technical users and tailor support to different audiences, including executives.
• Demonstrated initiative, reliability, and problem-solving in a fast-paced, customer-focused environment.
• Ability to work independently with minimal supervision while contributing to team goals and shared responsibilities.
• Willingness to work flexible schedules, including extended hours or alternate shifts, based on business needs.

Technologies

• Mac
• Active Directory
• Office 365 (O365)
• TCP/IP
• LAN/Wireless
• Windows
• macOS
• ITIL
• Audio/visual systems
• Video conferencing

Location

• Los Angeles, CA (onsite)

Compensation

• Pay: USD 30.00–36.28 per hour

Availability

• From hire date through 1/1/2027

Benefits

• Medical insurance benefits per the Company benefit plan (currently, full-time employees are eligible on the first day of employment).
• No work visa sponsorship offered for this position.

Bonus

• Not eligible for a bonus under the current bonus plan requirements.