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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 is essential in assisting end-users with a variety 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 specialist will be tasked with documenting, tracking, and managing requests to ensure timely solutions.

Key Responsibilities

  • Maximizing the effective use of technology and processes to deliver high-quality service.
  • Providing initial support and addressing requests via phone, email, or in-person; daily assistance in a Windows/MacOS environment.
  • Acting as a single point of contact for users, focusing on the prompt resolution of issues that can be addressed by the support team; analyzing requests and coordinating with appropriate teams for issues requiring further assistance.
  • Collaborating with internal departments and acting as a liaison during the resolution of technical problems.
  • Following up with users after problem resolution to ensure satisfaction with the outcome.
  • Performing software repairs, upgrades, and troubleshooting, as well as conducting maintenance and diagnostics.
  • Providing maintenance and resolution for hardware issues related to desktops, laptops, printers, and mobile devices.
  • Managing 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 and processes that impact customer service.
  • Resolving most client issues without needing to escalate to higher-level support.
  • Engaging in special projects as required.

Qualifications

  • At least 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 ticketing systems and excellent documentation abilities.
  • Capability to distinguish between hardware, software, and server-related issues.
  • Understanding of Windows and MacOS operating environments.
  • Knowledge of network protocols.
  • Solid skills in Windows and Mac platforms to assist users under tight deadlines.
  • Proven ability to identify and complete necessary tasks while troubleshooting PC and Mac systems.
  • Ability to document completed work and ongoing tasks effectively.
  • Skill in communicating 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 demonstrated capacity to quickly learn new concepts and procedures, with a proven ability to delve into various issues and escalate when necessary.

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