ApplyDescription
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.
- Hybrid position, with the expectation of being onsite approximately 3 days per week or as needed (Pico Rivera, Beverly Hills, West LA).
- 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 outside of this range depending on several factors, including a candidate’s qualifications, skills, competencies, experience, and geographical location. 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.
