Senior IT Support Specialist

We’re Looking For A(n): Senior IT Support Specialist to serve as the lead technical escalation expert, troubleshooter, and head technician for our IT team. Your primary focus will be on supporting our LA area company HQ offices and our North American manufacturing and warehouse locations. You will also help to standardize and scale our IT operations across the company. This role blends advanced troubleshooting and site escalation support with day-to-day ownership of endpoint lifecycle management, onboarding and offboarding, workflow automation, vendor management, and hands-on project implementation.

You will work closely with our Sr Infrastructure Administrator and Sr Service Desk Specialist to keep manufacturing and corporate office systems running smoothly, resolve complex network and software issues, and maintain and upgrade production-critical systems. The preferred candidate will also work with the rest of the technology team to establish operational standards, documentation, and implement ITSM processes.

This is a great fit for someone looking for the next step in their IT career, someone who enjoys solving problems at both the individual and system level. You will act as a force multiplier for the IT team: directly supporting critical production operations while also helping to build the workflows, automation, and documentation that unlock efficient operations s role requires a mix of technical depth, hands-on problem-solving, and the proven ability to deliver senior-level IT support in a business that is rapidly scaling

(El Segundo, CA and/or Burbank/North Hollywood, CA)

• Act as the senior onsite escalation lead for complex endpoint, identity, and system issues across our LA HQ offices and North American plant locations, partnering with Sr. IT staff to resolve issues and implement new systems.
• Deliver hands-on technical support across Windows, MacOS, mobile devices, office technology, and SaaS applications.
• Troubleshoot and resolve issues across the Microsoft 365 and Google ecosystem, including identity, endpoints, and collaboration tools.
• Establish secure, elevated remote administrative access workflows to perform deep-level operating system, driver, and application remediation directly on end-user machines.
• Participate in ticket queues, incident response and on-call support escalation schedules.

• Work closely with plant managers and IT leadership to understand operational priorities and proactively address recurring technical issues before they impact production.
• Resolve plant technical issues using remote access, phone or video walkthroughs, and clear instructions for on-site staff.
• Coordinate support, repair, and integration of manufacturing mobile devices including systems from Zebra, Honeywell, Datalogix, and others.
• Travel to facilities in North American and coordinate with on-site staff or local vendors when hands-on work is required.
• Support and help standardize the IT infrastructure critical to plant operations, including workstations, line printers, scanners, and network connectivity on the plant floor.

• Manage end-to-end device life cycles via Microsoft Autopilot and Intune (zero-touch provisioning, profile configuration, app deployment, and compliance enforcement).
• Own and execute IT onboarding and offboarding workflows, including device setup, account provisioning, access coordination, and equipment recovery.
• Work to implement proper Identity Management and Governance across business-critical platforms and enforce security standards such as SSO, MFA, and ZTNA
• Help implement and manage SSO integrations and application provisioning via SCIM and SAML…