L2 - IT Support Engineer

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one:
Zones – First Choice for IT.TM

Term: 1+ year
Location:
Los Angeles, CA
Pay: $28.00 - $32.00; commensurate with experience
Hours: 8am – 5pm

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice.

• Deskside / Desktop / End User Computer support in a corporate environment
• Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support.
• Support Mac OS, Windows OS, Microsoft Office 365, Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Ability to categorize and prioritize end user support requests and service requests by utilizing the Service Now ticketing system to track tickets and provide up-to-date status and information.
• Ability to research and follow appropriate KB articles.
• Strong Microsoft Office 365 skills (Outlook, Word, and Excel, PowerPoint)
• Maintain system configurations and KB documentation; providing updates to articles as needed.
• IMAC Support - IT equipment Install/Move/Add/Change/Decommission
• Smart Hands supports networking, server, and telecommunications technologies.
• Printer and peripheral device support
• Physical Inventory management of IT assets including asset auditing.
• Provide Executive VIP support as needed.
• Support additional corporate and retail locations as needed.
• Reimaging computers/hard drives in accordance with customer standards
• Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
• Train and orient staff on use of hardware and software.
• Performs other duties as assigned.

• Bachelor’s degree from an accredited higher-education institution and/or seven years relevant experience.
• Strong knowledge and experience with Windows and Mac OS X operating systems
• Good understanding of Network Infrastructure
• Understanding of network, systems and configurations
• ITIL Foundation Certification
• A+ certification plus one, preferably two, of the following certifications:
• N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT);
• Must be a team player, possess strong communication skill, and possess a strong customer-centered philosophy.
• At least 3 years of experience in desktop support and field services role
• Dell Certified Technician for ordering parts through OEM and parts replacement
• Strong Apple ISO and mobile support (MDM Support)
• Broad understanding of Mac OS Management tools especially JAMF Product Suite
• Experience in operating system deployment (SCCM and macOS 10.15 or later)
• Need to work from office all 5 days a week with a couple of exceptions.

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. As a valued team member, you will be eligible for a comprehensive benefits package that includes medical coverage, as well as state-mandated sick leave, along with other benefits designed to support your well-being and work-life balance. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our…