IT Help Desk Technician

Description

We are seeking a skilled IT Help Desk Technician to join our team. The ideal candidate will be responsible for providing technical support to end-users, ensuring smooth operation of hardware and software systems, keeping detailed issue and resolution logs, and delivering high levels of customer satisfaction. This role requires a proactive individual with excellent problem-solving skills and the ability to communicate effectively with users of varying technical expertise.

• Provide technical support to end users via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues.
• Investigate and test various solutions to ensure issues are effectively resolved.
• Install, configure, and maintain computer systems and applications.
• Monitor and maintain IT infrastructure to ensure optimal performance.
• Keep detailed logs of user interactions, issues, and resolutions.
• Escalate complex issues to higher-level support when necessary.
• Assist in the setup and deployment of new hardware and software.
• Assist with the onboarding and offboarding process for team members on 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 updates on progress during team meetings and as required.

Technical Skills

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
• hardware diagnostics, etc.

Competent knowledge troubleshooting common Level 2 issues such as:

• Review logs
• Root cause analysis
• Software installation and management for specialized tools and systems
• Advanced troubleshooting
• Network maintenance
• 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), UEM and MDM platforms.
• Knowledge of networking concepts (TCP/IP, DNS, DHCP) and familiarity with 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.

Requirements

• 3-4 years proven experience in an IT help desk or technical support role.
• 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, with the ability to think creatively.
• Interest in developing procedures and identifying improvements to existing procedures.
• Customer-focused with a commitment to providing high-quality support.
• Ability to maintain a respectful and professional demeanor, even in challenging situations, and resolve issues with a calm and courteous approach.
• Primary work location is Pico Rivera, CA.
• Able to commute to Beverly Hills or West LA as needed.
• During peak business, this position may require overtime including weekends and evening hours.
• Ability to lift and move up to 25 pounds repeatedly, i.e. moving and installing desktop printers, monitors, network equipment, servers, etc.

Anastasia Beverly Hills offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. The starting hourly range for this position in the selected city is $33.00-$40.00 per hour. Compensation may vary depending on several factors, including a candidate’s qualifications, skills, competencies, and experience. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work. This role is bonus eligible.