IT Help Desk Support

IT Helpdesk Support Role

We are looking for a skilled and customer-focused IT Support Help Desk Technician to join our IT team. The ideal candidate will be responsible for providing comprehensive support to end-users, troubleshooting and resolving technical issues, and maintaining a high level of service excellence. If you are passionate about technology, enjoy problem-solving, and have a knack for delivering top-notch customer service, we want to hear from you.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Technical support: Provide first-level support for hardware, software, and network-related issues. Assist end-users with troubleshooting and resolving technical problems efficiently.
• Incident management: Receive, log, and manage support requests using the IT service management system. Ensure issues are tracked, prioritized, and resolved in a timely manner.
• System maintenance: Perform routine maintenance tasks such as system updates, backups, and security patches. Monitor system performance and address any issues proactively.
• User assistance: Assist with the setup, configuration, and maintenance of computers, printers, and other IT equipment. Provide guidance and training to end-users on best practices and new technologies.
• Documentation: Maintain detailed records of support requests, solutions provided, and any changes made to IT systems. Create and update knowledge base articles and user guides.
• Collaboration: Work closely with other IT team members to resolve complex issues, implement IT solutions, and contribute to ongoing improvements in support processes.
• Customer service: Deliver exceptional customer service by addressing end-user concerns with empathy and professionalism. Communicate effectively to ensure users are informed and satisfied with support provided.
• Problem resolution: Identify recurring issues and work on long-term solutions to prevent future occurrences. Escalate more complex problems to higher-level IT staff as necessary.
• Compliance: Ensure that all IT support activities comply with company policies, procedures, and security standards.

To perform the job successfully, an individual should demonstrate the following competencies:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• Experience: 2+ years of experience in an IT support or help desk role.
• Technical skills: Proficient in diagnosing and resolving issues with operating systems (Windows, macOS), software applications, and hardware. Familiarity with network troubleshooting and support.
• Certifications: IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are preferred.
• Problem-solving: Strong analytical and problem-solving skills with the ability to handle complex technical issues effectively.
• Communication: Excellent verbal and written communication skills. Ability to explain technical concepts in a clear and understandable manner.
• Customer service: Demonstrated experience in providing high-quality customer service with a focus on user satisfaction.
• Organizational skills: Ability to manage multiple tasks and priorities in a fast-paced environment while maintaining attention to detail.

Working conditions:

• Environment: Office-based with the potential for occasional remote support.
• Schedule: Standard business hours with the potential for evening or weekend support depending on business needs.
• Physical requirements: Ability to lift and move IT equipment (up to 25 lbs) and perform tasks that may require extended periods of sitting or standing.

A successful candidate works well in a dynamic environment with minimal supervision. At REVOLVE we all roll up our sleeves to pitch-in and do whatever it takes to get the job done. Each day is a little different, it's what keeps us on our toes and excited to come to work every day.

For individuals assigned and/or hired to work in California, Revolve includes a reasonable estimate of the salary or hourly rate range for this role. This takes into account the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications.

After submitting your application, please check your spam folder for emails on your application status. Emails are sent from an ADP email address.