IT Support Specialist

1 week ago

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

The Desktop Support Technician will serve as the main point of contact between staff and the IT department. This role involves assisting end-users with a range of technical issues by identifying, investigating, and resolving problems. Communication with users will occur through various channels including phone calls, emails, and face-to-face interactions. The technician will be tasked with documenting, tracking, and managing requests to ensure timely resolutions.

Key Responsibilities

  • Maximizing the effective use of technology and processes to deliver high-quality service.
  • Providing initial support and addressing requests received via phone, email, or in-person, with a focus on the Windows/MacOS environment.
  • Acting as a single point of contact for users, ensuring prompt resolution of issues that can be addressed by desktop support, while coordinating with other support teams for more complex problems.
  • Collaborating with internal departments to facilitate problem resolution.
  • Following up with clients after issues are resolved to confirm satisfaction with the outcome.
  • Performing software repairs, upgrades, and troubleshooting, as well as conducting 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.
  • Analyzing problems and root causes, as well as processes that impact customer service.
  • Resolving most client issues without needing to escalate to higher-level support.
  • Participating 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.
  • 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 strong documentation abilities.
  • Ability to distinguish between hardware, software, and server-related issues.
  • Comprehensive understanding of Windows and MacOS operating environments.
  • Knowledge of network protocols.
  • Solid skills in Windows and Mac systems to assist users effectively 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 users.
  • Excellent organizational and time management skills, along with strong verbal and written communication abilities.
  • Proficiency in Office applications, including Word, Excel, and Outlook.
  • Familiarity with Adobe Acrobat, Photoshop, Illustrator, Premiere, and Bridge is a plus.
  • Ability to prioritize multiple tasks effectively.
  • A proven track record of quickly understanding new concepts and procedures, with the ability to delve into various issues and escalate when necessary.

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

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