Service Desk Technician

2 months ago

Los Angeles, United States Rock-it Cargo Full time
Job DescriptionJob Description

Rock-It Cargo has been an award-winning global leader within the entertainment logistics industry for over forty years, providing unrivaled experience and expertise in planning and moving shows and events from clubs to stadiums for cutting edge musical, theatrical and experiential productions. With 300+ employees across 28 offices worldwide, Rock-It handles some of the world’s biggest concerts, festivals, and sporting events for many high-profile clients across the music & sports industries. Rock-It Cargo is the premier freight forwarder for all live events, and works hand-in-hand with clients to make the greatest shows and events possible across the world.

The full-time Service Desk Technician will work from our Los Angeles, CA (90045) office, and serve as a source of technical assistance and support to the local user community for data, voice, video, hardware, and software. You will respond to calls for break/fix, moving/relocating, and new setup of equipment, leveraging your knowledge and skills to assist the user in fixing the problem, or escalate the issue to the appropriate person. The Service Desk Technician is self-driven to follow all department processes and procedures, has the expertise to execute accurate, high-quality work with autonomy, and possesses the judgment to refer questionable situations to their supervisor. In this role, you will work side-by-side with seasoned IT leaders, deepen your expertise across all types of technical support work, and build a strong foundation from which to grow your career in the industry.

Responsibilities:

  • Serve as a technical resource person for equipment maintenance and hardware/software purchases; provide training for employees and new hires in computer operations and the use of peripheral equipment
  • Learn and provide user support and training for Cargo Science, the company’s proprietary logistics system; create and deactivate users as needed
  • Create and maintain critical company resources, including Microsoft Active Directory and Exchange accounts
  • Monitor, add, update, and maintain IT helpdesk tickets; properly document all ticket resolutions and follow up with all parties involved to ensure the problem was resolved to their satisfaction
  • Track computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order by performing maintenance and resolving issues, as necessary
  • Set up & install new equipment including desktops, laptops, printers, network equipment, etc. and configure all desktop software; assist users with general computer software problems/questions and escalate to the appropriate person when necessary
  • Maintain equipment inventory, reordering supplies as needed; report equipment problems or failures and provide the necessary documentation
  • Other duties related to IT, as assigned

Qualifications:

  • 1-3 years experience with computer imaging and helpdesk ticketing software
  • Confidence with troubleshooting/repairing desktop and laptop computers and standard office equipment (e.g., printers, copiers)
  • Proficiency with Microsoft Office Professional Products and Microsoft Azure Active Directory and Hybrid environments; experience with ERP software support, network, and phone equipment is preferred
  • Maintains a positive, proactive attitude and a commitment toward the continuous improvement of company culture and productivity; exhibits strong problem solving and troubleshooting skills
  • Successfully performs functions of the job with minimal direction; creates, documents, and improves upon department procedures with autonomy
  • A sharp, strategic mind – the ideal candidate will be able to expertly prioritize competing responsibilities, meticulously organize multiple complex projects, apply a sharp attention to detail to all work, and handle time-sensitive issues while remaining cool under pressure
  • Excellent customer service, client relationship management, and communication skills; the judgment to thoroughly and timely relay all pertinent information to the proper stakeholders
  • Flexibility to travel; ability to commute to other Los Angeles Area offices on occasion
  • Ability to pass a security background check

Benefits & Perks:

  • 18 paid vacation days per year to start, plus 2 floating holidays and 6 days of paid sick leave per year
  • 11 paid holidays per year
  • Comprehensive medical, dental, and vision plans, plus HSA funding and a 401(k) match
  • Generous paid parental leave for all parents
  • Employer-Funded Basic Life, AD&D, Short-Term Disability, and Long-Term Disability Insurance
  • Continuing Education Reimbursement / Charitable Donation Matching
  • The opportunity to work with the best in Live Event, Sports, Film, and Entertainment Logistics
  • Eligible for free tickets to client events, when available
  • Fantastic culture with regular company events, including birthday lunches, sports games, volunteer activities, and more


Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Rock-It Cargo, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Rock-It Cargo is committed to the full inclusion of all qualified individuals. As part of this commitment, Rock-It Cargo will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact hiring@rockitcargo.com

Rock-It Cargo provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. In addition to federal law requirements, Rock-It Cargo complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Rock-It Cargo expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.

Job Type/ Industries: Full-time, Non-Exempt / Information Technology (IT), Service Desk

Location: Los Angeles, CA (90045), On-site

Salary: $25-$28.85/hourly

Application Instructions:

To apply, please submit resume and cover letter detailing why you want to work at Rock-it Cargo and why you believe you would be a good fit for the position

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