Associate, Specialized IT Support Technician (Executive

Associate, Specialized IT Support Technician (Executive) Key Responsibilities

• Develop and maintain formal helpdesk operating procedures for consistency and productivity; communicate changes and updates with Service Desk management.
• Provide independent support including installing, diagnosing, repairing, maintaining, and upgrading computer hardware and equipment to ensure optimal workstation and network performance and security compliance.
• Respond to critical outages and requests by developing proactive solutions to maintain a stable and secure operation.
• Provideremote support to end-users on hardware, software, and network-related problems, questions, and using video, voice, or chat solutions.
• Diagnose problems requiring physical interaction with end-users; facilitate resolution and walk users through key steps.
• Manage the repair of laptops, desktops, and other hardware, software, and AV by utilizing outsourced vendor support.
• Implement methodologies to improve first-call resolution, manage stakeholder perceptions, and build strong internal relationships.
• Identify appropriate technology, processes, and other resources with team to maximize helpdesk effectiveness.
• Monitor, respond to, and resolve trouble tickets in the IT Service Management tool; ensure problem ownership and promote end-user satisfaction.
• Draft documentation to grow employee self-service and technical competency across the organization.
• Escalate tickets as necessary and track activities of technical support specialists assigned to tickets.
• Contribute to the onboarding/termination process of employees by deploying and personalizing computer systems, email accounts, network credentials, and remote access, as directed by HR.
• Provide onsite technical support for special events and remote offices.

• 3+ years of experience providing helpdesk tier I-III support.
• Microsoft or equivalent IT certifications and an understanding of ITIL are a plus.
• Genuinely enjoy customer-service oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.
• Strong working knowledge of Service Now for incident and problem management.
• Technical knowledge of Identity Management (Azure Active Directory), Office 365, cloud-based phone systems, and experience with enterprise mobility management and mobile device management.
• In-depth knowledge of Microsoft and Apple software.
• Hands-on knowledge of procedures used in the installation, modification, maintenance, and repair of IT hardware and software.
• Ability to troubleshoot audio-visual systems, and experience with video-conferencing software (Teams and Zoom) and meeting-room equipment.
• Hands-on experience administering and implementing SaaS solutions.
• Experience supporting enterprise email and/or data migrations.
• Strong facilitation, training, and troubleshooting skills.
• Strong attention to detail and highly organized.
• Well-developed analytical and problem-solving skills.
• In-depth knowledge of available products and solutions to empower users with competitive technical advantage.
• Ability to patiently and efficiently perform in a fast-paced environment and handle and manage multiple workloads, priorities, and deadlines.
• Personal drive to start a project and see it through to completion.
• Excellent interpersonal skills, including the ability to work with individuals at all levels and strong relationship building abilities.
• Ability to effectively communicate technical issues to non-technical people.
• Must be self-motivated, possess a sense of urgency, and demonstrate critical thinking skills.

• Available to work onsite in our Downtown Los Angeles-based office.
• The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment.
• LA28 office is an open-floorplan working environment; employees must be able to work efficiently in an open cubicle environment.
• Hours of work may vary, including evenings, weekends, and holidays, especially during peak event periods.
• Perform other duties as required; the role may…