Help Desk Support Associate
Job in
El Segundo, Los Angeles County, California, 90245, USA
Listed on 2026-08-08
Listing for:
Socket.dev
Full Time
position Listed on 2026-08-08
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Key Responsibilities
- Provide phone-based technical support (10–20 calls per day) to external customers
- Deliver a high-touch, white-glove customer experience
- Troubleshoot and resolve technical issues using remote support tools
- Guide non-technical users step-by-step through hardware and software issues
- Drive first-call resolution whenever possible
- Log, track, and update tickets in a ticketing system
- Support cloud-based environments
- Assist users with Microsoft 365 tools (One Drive, SharePoint, Forms, Bookings, etc.)
- Provide basic training and onboarding to users on technology tools
- Coordinate with vendors (Dell, Lenovo, Microsoft) for hardware/service issues
- Approach issues with a holistic problem-solving mindset (beyond break/fix)
- 2–6+ years of experience in Help Desk, Service Desk, or Desktop Support
- Strong phone support experience (handling ~10+ calls daily)
- Experience supporting external customers or clients (not just internal employees)
- Hands-on experience with:
- Remote support tools (e.g., Connect Wise, Ninja One, Team Viewer, Log Me In )
- Ticketing systems (Service Now, Jira, Zendesk, etc.)
- Working knowledge of:
- Microsoft 365 suite
- Windows OS troubleshooting
- Basic hardware troubleshooting (remotely guided)
- Excellent verbal and written communication skills
- Experience working in a Managed Service Provider (MSP) environment
- Exposure to:
Intune, Entra , Defender - Endpoint/device management tools
- Experience handling Tier 1, Tier 2, and Tier 3 support responsibilities
- Experience providing user training or guided technical support
Position Requirements
10+ Years
work experience
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