IT Help Desk Technician

GENERAL FUNCTION / SUMMARY This position is responsible for providing comprehensive technical support for desktops, laptops, applications, and related technologies. The role encompasses receiving, prioritizing, documenting, and actively resolving end-user requests. In addition to supporting routine technical issues, the candidate will set up new systems, update software, manage IT assets, and perform hardware upgrades-all in accordance with established standards and guidelines. Collaboration with the IT Infrastructure team and various departments is essential to support the company's overall business strategy. MAJOR DUTIES AND RESPONSIBILITIES Provide first-line technical assistance via phone, email, and in-person interactions. Set up new desktops and laptops, including installing or reinstalling operating systems as required. Conduct IT orientation sessions for new hires and create user accounts. Create and manage accounts for application systems. Install, update, and configure printer drivers for both internal use and agents. Request and provision additional electronics and peripherals as needed. Create and manage assets in the IT asset management system, including generating labels for new devices. Install and update software applications, ensuring systems remain current. Troubleshoot and resolve hardware or software issues across desktops, laptops, and peripherals. Assign Adobe licenses and manage Microsoft licensing updates. Disassemble laptops, desktops to upgrade or repair components when necessary. Manage ticketing and resolution via Jira Service to ensure timely issue resolution. Maintain accurate records of IT assets and conduct regular equipment maintenance, including in conference rooms. Collaborate with vendor support and the IT Infrastructure team on troubleshooting and project implementations. Maintain the cleanliness and organization of storage and telecom rooms. Perform other tasks assigned to support departmental and organizational goals. BASIC QUALIFICATIONS A passion for customer service: enjoy going the extra mile to ensure customer satisfaction. Problem-solving prowess: at least 2 years of experience diagnosing and resolving technical issues. Communication champion: excel at clear and concise written and verbal communication (English & Mandarin fluency is a must) Tech-savvy with a foundation: bachelor's degree in a relevant field (Computer Science, Engineering, Business Administration, etc.) or equivalent experience. Software smarts: basic knowledge of MS Office 365 and Azure Active Directory is a plus. Network know-how: familiar with network configurations and management. Cable control: understanding cable management and flow, including terminations, is beneficial. Physical demands: lifting equipment up to 25 lbs. Travel requirement: travel up to 10% within different locations in Southern California. WHO WE ARE With over 30 years of experience, TransGlobal has grown into the largest Asian-focused, all-in-one financial services platform in the U.S. We offer a comprehensive suite of services-including life and health insurance, annuities, real estate, private lending, tax and estate planning, and investment management-through a network of 30+ branches across 14 states and over 5,000 professional independent agents. Our mission is to deliver trustworthy, customer-centric financial solutions, all in your language and aligned with your goals. WHY JOIN US Industry Leader: Join the nation's largest Asian-focused financial services firm with a well-established brand and expansive network. Multilingual & Multicultural: Work in a dynamic, diverse environment that understands and serves multicultural communities. Career Growth: Access to cross-functional training, licensing support, and professional development opportunities. Collaborative Culture: Be part of a supportive team that values innovation, initiative, and shared success. Impactful Work: Help individuals and families achieve financial security and generational wealth. WHAT WE OFFER Competitive salary and benefits package. Opportunity to work in a collaborative and innovative environment. Professional development and growth opportunities. Pay starts at $21.35 ~$28.85/hour based on experience.