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IT Support Specialist

2 months ago

Culver City, California, United States Topson Downs of California, LLC Full time

The IT Support Specialist will serve as the main point of contact between staff and the IT department. This role involves assisting end-users with a variety of technical issues by identifying, researching, and resolving problems efficiently. Support will be provided through various channels including phone calls, emails, and in-person requests. The specialist will be tasked with documenting, tracking, communicating, and monitoring issues to ensure prompt resolutions.

Key Responsibilities

  • Utilizing technology, processes, and systems effectively to deliver high-quality service.
  • Providing initial support and addressing requests received via phone, voicemail, email, or in-person, with daily support for Windows and MacOS environments.
  • Acting as a single point of contact for users, ensuring swift resolution of issues manageable by desktop support, while coordinating with appropriate teams for more complex problems.
  • Collaborating with internal departments and serving as a liaison during issue resolution.
  • Following up with clients post-resolution to confirm satisfaction with the solution provided.
  • Performing software repairs, upgrades, and troubleshooting, along with maintenance and diagnostics.
  • Managing hardware maintenance and troubleshooting for desktops, laptops, printers, and mobile devices.
  • Setting up, modifying, and terminating user accounts in Active Directory, Azure AD, and Office 365.
  • Assisting with training for new hires or new applications as needed.
  • Conducting analysis of problems, root causes, and processes affecting customer service.
  • Resolving most client issues without escalation to higher-level support.
  • Participating in special projects as required.

Qualifications

  • A minimum of 3 years of hands-on experience supporting Windows, Mac, Active Directory, Azure AD, Office 365, and Adobe Creative Cloud.
  • Familiarity with Cisco networks, SonicWall firewalls/VPN, Xerox MFPs, VMware ESXi, VEEAM, Desktop Central, Microsoft Dynamics AX, and ShoreTel IP phone systems is preferred.
  • Strong diagnostic skills for both software and hardware issues.
  • Experience with trouble ticket systems and excellent documentation abilities.
  • Capability to distinguish between hardware, software, and server-related issues.
  • Solid understanding of Windows and MacOS operating environments.
  • Knowledge of network protocols.
  • Proficient Windows and Mac skills to assist users under tight deadlines.
  • Demonstrated ability to identify and complete necessary tasks while troubleshooting PC and Mac platforms.
  • Proven ability to document completed work and ongoing tasks.
  • Ability to convey technical information to non-technical users.
  • Excellent organizational and time management skills, along with strong oral and written communication abilities.
  • Proficiency in Office products including Word, Excel, and Outlook.
  • Familiarity with Adobe Acrobat, Photoshop, Illustrator, Premiere, and Bridge is a plus.
  • Able to manage multiple priorities effectively.
  • A proven track record of quickly grasping new concepts and procedures, with the ability to investigate issues thoroughly and escalate when necessary.

Availability for on-call duties and occasional evening or weekend work may be required. Travel to remote facilities may also be necessary.