IT Support Specialist

2 weeks 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. Support will be provided through various channels including phone calls, emails, and in-person inquiries. The specialist will be responsible for documenting, tracking, communicating, and monitoring issues and requests to ensure timely resolutions.

Key Responsibilities

  • Ensure optimal use of technology, processes, and systems to deliver high-quality service.
  • Provide first-line support and respond to requests received via phone, voicemail, email, or in-person; daily support of Windows/MacOS environments.
  • Act as a single point of contact for the user community, focusing on prompt resolution of issues manageable by desktop support staff; analyze calls and coordinate with the appropriate support team for issues requiring escalation.
  • Collaborate with internal departments and act as a liaison during problem resolution.
  • Follow up with clients after problem resolution to confirm satisfaction with the outcome.
  • Perform software repairs, upgrades, and troubleshooting, including maintenance and diagnostics.
  • Provide maintenance and problem resolution for hardware including desktops, laptops, printers, and mobile devices.
  • Manage user accounts in Active Directory, Azure AD, and Office 365, including setup, modification, and termination.
  • Assist with training for new hires or new applications as needed.
  • Conduct analysis of problems, root causes, and processes affecting customer service.
  • Resolve most client issues without needing to escalate to second-level support.
  • Engage in special projects as required.

Qualifications

  • At least 3 years of hands-on experience with Windows, Mac, Active Directory, Azure AD, Office 365, and Adobe Creative Cloud support.
  • 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 to effectively resolve issues.
  • Experience with trouble ticket systems and strong documentation skills.
  • Ability to distinguish between hardware, software, and server-related issues.
  • Working knowledge of Windows/MacOS operating environments and network protocols.
  • Solid skills in Windows/Mac to assist production users in solving their issues under tight deadlines.
  • Proven ability to identify and complete necessary tasks while troubleshooting PC and Mac platforms.
  • Demonstrated capability to document completed work and ongoing tasks.
  • Ability to convey technical information to non-technical clients.
  • Excellent organizational and time management skills; strong oral and written communication abilities.
  • Proficient in Office products including Word, Excel, and Outlook.
  • Knowledge of Adobe Acrobat, Photoshop, Illustrator, Premiere, and Bridge is a plus.
  • Ability to prioritize multiple tasks effectively.
  • A proven track record of quickly grasping new concepts or procedures and addressing issues as they arise.

Availability for on-call duties and occasional night or weekend work may be required.

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