Desktop Support Technician

Found in: Appcast US C2 - 2 weeks ago

Los Angeles, United States Topson Downs of California, LLC Full time

What is the Role?  


We are looking for a Desktop Support Technician to join our team. You will be responsible for operating as the primary interface between employees and the IT department.  This position will provide support to end-users on a variety of issues by identifying, researching, and resolving technical problems. Contact with customers will be through telephone calls, email and in-person requests for technical support. Will be responsible for documenting, tracking, communicating, and monitoring problems and requests to ensure a timely resolution. A minimum of 3 years of experience in a Windows/MacOS environment tracking and responding to a high-volume of requests is preferred. 

 

 

Detailed responsibilities include:  

 

  • Ensuring the effective utilization of technology, process, and systems to provide the highest quality of service  
  • Providing first-line support and responding to requests received via phone, voicemail, e-mail, or in-person; daily support of Windows/MacOS environment  
  • Providing single-point-of-contact for user community with special attention to prompt resolution of problems that can be handled by desktop support staff; analyze calls and coordinate with correct support team for resolution of issues outside desktop support 
  • Interfacing with internal departments and acting as liaison during problem resolution  
  • Following up with clients upon notification of problem resolution to ensure the situation has been resolved to the customer’s satisfaction  
  • Software repair, upgrading, loading single-user operating systems, troubleshooting, maintenance and diagnostics 
  • Providing hardware (desktops, laptops, printers, and mobile device) maintenance and problem resolution  
  • Setting up, modifying, and terminating user accounts in Active Directory, Azure AD, and Office 365. 
  • Assisting with New Hire/New Application training as needed 
  • Performing analysis of problems, root-cause, and all processes that effect the customer service organization  
  • Resolving problems on your own without escalation to 2nd level support  
  • Special projects as required  
  • You will report to Kristian, our Head of IT  

 

What is required?  


  • Minimum of 3 years of successful hands-on Windows, Mac, Active Directory, Azure AD, Office 365, Adobe Creative Cloud support experience 
  • Experience with Cisco networks, SonicWall firewalls/VPN, Xerox MFPs, VMware ESXi, VEEAM, Desktop Central, Microsoft Dynamics AX, and ShoreTel IP phone systems is ideal  
  • Strong software and hardware diagnostic skills to solve problems 
  • Experience with trouble ticket systems; strong documentation skills  
  • Ability to differentiate between hardware, software and server issues  
  • Working knowledge and understanding of Windows / MacOS operating environment  
  • Working knowledge and understanding of Network protocols  
  • Solid Windows / Mac skills to help production users solve their problems while working under tight deadlines.  
  • Demonstrated ability to identify and complete necessary tasks and troubleshoot PC and Mac platforms  
  • Demonstrated ability to document work completed and work in-progress  
  • Ability to communicate technical information to non-technical clients  
  • Excellent organization and time management skills; excellent oral and written communication skills  
  • Proficient in Office products to include Word, Excel, Outlook, etc.  
  • Knowledge of Adobe Acrobat, Photoshop, Illustrator, Premier and Bridge a plus  
  • Able to juggle multiple priorities  
  • Able to quickly grasp new concepts or procedures; proven ability to drill into all manner of issues and escalate when necessary  
  • May be required to be on-call and/or work some nights or weekends.   
  • Must be able to work in person at our Culver City office 5 days per week and travel to remote facilities in Southern California will be required weekly. 
  • Extremely detail oriented and comfortable dealing with sensitive information.  
  • Not afraid to jump in where needed - no task is too big or too small for you, and you are willing to help your team before you are asked. 
  • You are authorized to work lawfully in the United States.  


Compensation: 20-24$/hour  


Interested in joining the team?  


Please email your resume to Nikki at careers@topsondowns.com with the subject line “Desktop Support Technician – YOUR NAME.” In your email, please share why you are interested in this role and why we should hire you.   


 

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