Job Description

Position Summary:

The IT Support Specialist is an essential member of the IT Department. This position requires an organized, detail-oriented, and customer-focused individual who can effectively drive our IT operations. Based in our Los Angeles office, you will be the friendly face and first point of contact for all technological needs, delivering an exceptional "white glove" support experience for our team members.

The primary mission is to ensure our employees have functional and reliable technology. You will take the lead in managing the helpdesk queue, working in tandem with other IT team members to provide seamless support across all locations. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Serve as the primary point of contact and triage lead for all IT support requests via our helpdesk ticketing system, phone, and in-person walk-ups.
• Provide timely, effective, and white-glove tier 1 technical support for hardware, software, and network-related issues to over 100 users across our Los Angeles, Valencia, and Detroit locations.
• Troubleshoot and resolve issues with desktops, laptops (Windows/macOS), printers, mobile devices, and our core applications (Google Workspace, Microsoft Office suite, Teams, NetSuite).
• Develop and maintain user-facing Knowledge Base articles and assist with internal IT documentation (SOPs) to encourage self-service and standardized processes.
• Clearly document all issues, troubleshooting steps, and resolutions within the helpdesk system. 
• Manage the full lifecycle of IT assets, including receiving, tagging, and meticulously documenting all hardware in our inventory tracking system.
• Prepare and deploy new hire equipment (laptops, monitors, peripherals, and mobile devices) and manage hardware for employee offboarding.
• Conduct regular inventory audits to ensure accuracy and account for all company assets.
• Create and manage user accounts across various platforms (Google Workspace, Active Directory, OKTA etc.).
• Conduct IT orientation sessions for new hires, familiarizing them with our technology and policies. 
• Ensure all company data and hardware is securely retrieved during the offboarding process. 
• Perform regular housekeeping and maintenance of the server room and IT storage areas to ensure a clean, organized, and safe environment.
• Assist with the setup and maintenance of conference room A/V equipment, ensuring it is always ready for use.
• Manage on-site printer fleet, including toner replacement and basic maintenance. 

QUALIFICATIONS : 

• 1-3 years of experience in a help desk, desktop support, or IT support role.
• Hands-on experience with helpdesk ticketing software (e.g., Jira Service Management, Zendesk, ServiceNow).
• Proficiency with supporting both Windows and macOS environments.
• Strong experience supporting users in a Google Workspace environment, alongside Microsoft Office applications. 
• Fundamental understanding of networking concepts (TCP/IP, DNS, Wi-Fi).
• Exceptional customer service and communication skills, with a passion for providing a white-glove support experience. 
• Highly organized with a keen eye for detail and a proven ability to manage multiple tasks simultaneously. 
• A self-starter who can work independently and take ownership of the support queue. 

Preferred: 

• CompTIA A+, Network+, or ITIL Foundations certification.
• Experience with user and group administration in Google Workspace, Microsoft Entra ID (Azure AD), and Active Directory.
• Familiarity with Mobile Device Management (MDM) solutions (e.g., Jamf, Microsoft Intune).
• Basic experience with A/V equipment troubleshooting.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship. 

The company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable.

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