Sr. IT Help Desk Technician

Creating a world where pets live longer, healthier lives, from their very first meal. Learn more about our brands. We’re Looking For A(n): Sr. IT Help Desk Technician Location: Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA) What You’ll Be Doing: The Sr. IT Help Desk Technician serves as a senior technical resource and escalation point for the IT Help Desk team, providing advanced support to resolve complex hardware, software, network, and systems issues. This role takes ownership of higher-complexity tickets, mentors junior technicians, drives process improvements, and partners with infrastructure and engineering teams on cross-functional initiatives. The Sr. Technician is expected to operate with significant autonomy, exercise sound technical judgment, and deliver exceptional customer service while strengthening the overall support function. *Occasional off-hours availability may be required to support business needs. Serve as a Tier 2 escalation point for complex hardware, software, network, identity, and systems issues that cannot be resolved at Tier 1. Take ownership of high-impact and high-visibility tickets, driving them to resolution and communicating status to stakeholders. Mentor and coach junior Help Desk Technicians; provide technical guidance, shadow tickets, and contribute to onboarding new team members. Lead and contribute to IT projects, including hardware refreshes, software rollouts, M365/Google Workspace administration, and security tooling deployments. Maintain expert-level proficiency with Windows, macOS, iOS, and Android, including imaging, MDM enrollment, and remote management tooling. Administer cloud and SaaS platforms such as Microsoft 365, Google Workspace, Azure / Entra ID, Intune, and identity/access management tools. Own day-to-day administration and troubleshooting of Cisco Meraki office network infrastructure, including MX security appliances, MS switches, and MR wireless access points across all corporate sites. Configure and maintain Meraki VLANs, SSIDs, content filtering, traffic shaping, group policies, and firewall rules to support business and security requirements. Monitor network health via Meraki Dashboard; investigate alerts, performance issues, and outages, and drive resolution end-to-end. Maintain wired and wireless office connectivity, including switch port configuration, PoE devices, structured cabling coordination, and access point placement/coverage. Support VPN, ZTNA (e.g., Microsoft Global Secure Access), VoIP, DNS/DHCP, printing, and other core network services in partnership with the infrastructure team. Coordinate office network changes — site additions, cutovers, firmware upgrades, and ISP transitions — with appropriate communication, change management, and validation. Provide remote support to other offices and remote employees, ensuring seamless IT operations across all locations. Manage new hire onboarding and termination workflows, including provisioning, account creation, equipment configuration, and access reviews. Identify recurring issues and root causes; design, document, and implement permanent fixes and process improvements. Author and maintain technical documentation, runbooks, and knowledge base articles to elevate the team's capability. Proactively manage planned changes and upgrades; coordinate communication, scheduling, and verification with impacted users. Provide technical support for conference rooms, collaborative workspaces, and audiovisual systems. Evaluate and recommend hardware and software solutions, including new product acquisitions and lifecycle upgrades. Partner with security, infrastructure, and applications teams on initiatives that span beyond the Help Desk. Monitor ticket queue health, identify trends, and contribute to KPIs/SLAs for the team. Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.): Advanced Technical Support: Provide expert-level technical support across endpoints, identity, productivity tools, and core IT services. Complex Troubleshooting: Diagnose and resolve multi-system issues spanning endpoint, network, identity, and SaaS layers; identify root cause and durable fixes. Project Execution: Plan, execute, and close out IT projects with minimal supervision; communicate progress and outcomes to stakeholders. Mentorship & Knowledge Transfer: Coach junior technicians, lead training sessions, and elevate the technical capability of the team. Documentation: Produce clear, accurate technical documentation, runbooks, and knowledge base articles. Escalation & Collaboration: Recognize when to escalate, work effectively with Tier 3 / engineering teams, and contribute relevant context to expedite resolution. System Administration: Administer identity, endpoint management, and SaaS platforms with attention to security and compliance. Hardware Maintenance: Perform advanced hardware diagnostics, component replacement, and lifecycle management. Proactive Monitoring: Monitor systems and ticket trends to identify and address emerging problems before they impact users. Compliance & Security: Adhere to IT policies, procedures, and security guidelines (including PCI, SOC 2, and similar frameworks where applicable); model good security hygiene. Customer Service: Deliver professional, empathetic, and responsive service; set the standard for the team. Communication: Communicate technical concepts clearly to non-technical users and concisely to technical peers; strong written and verbal skills. Ownership & Judgment: Operate with minimal supervision; exercise sound judgment on priority, escalation, and risk. Required Education: High school diploma or GED equivalent Preferred Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience) Required Experience: 5+ years of progressive helpdesk or desktop technical support experience, preferably in a large corporate environment Proven experience as a senior or escalation-point technician (Tier 2 or above) Expert-level proficiency with Mac, Windows, iOS, and Android devices Hands-on experience administering cloud platforms (Google Workspace, Microsoft 365, Azure / Entra ID) Strong understanding of networking (wireless, VLANs, VPN/ZTNA, DNS, DHCP, printing, file sharing, VoIP) Hands-on experience administering Cisco Meraki networks (MX, MS, MR) or equivalent enterprise networking equipment Experience with endpoint management / MDM (Intune, Jamf, Kandji, or similar) Demonstrated ability to mentor or train junior technicians Experience driving small to mid-size IT projects from start to finish Preferred Experience: Meraki Solution Specialist (CMSS) or other Cisco networking certification Experience supporting multi-site office network deployments Active Directory and Entra ID administration Distribution center operations and multi-site corporate environments Azure / Entra admin and Intune deployment experience Experience supporting NetSuite, Salesforce, or similar enterprise applications Scripting experience (PowerShell, Python, or shell) for automation Familiarity with ITIL or similar service management frameworks Experience with security tooling (EDR, SIEM, identity protection) Preferred Licensure/Certification: CompTIA A+, Network+, or Security+; Microsoft 365 / Azure certifications; Google Workspace Administrator; Apple Certified Support Professional (ACSP) Golden Perks & Benefits: Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans. Annual bonus We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career. 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being. Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more. Reimbursements for a portion of personal cell phone and internet usage for eligible employees. Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date. Potential for quarterly KPI bonuses. The base salary range is $32.02-$42.69, plus bonus potential. The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location. We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. A Note to Recruiting Agencies: At Golden Pet Brands, we handle all hiring through our internal Talent Acquisition team. Occasionally, we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this, we won’t pay any fees for placements. Thank you for your understanding. Candidate Safety: The safety of our candidates is our highest priority. When looking for a job, please be aware of cyber criminals, fake domains, and fraudulent job offers. Golden Pet Brands recruiters will only contact applicants from our official company e-mail domain, (View email address on click.appcast.io) or through our internal Applicant Tracking System, Greenhouse. In addition, Golden Pet Brands recruiters will never send you checks, or ask you to disclose personal financial details. Click here to learn more about general internet safety and our hiring practices.