Position: IT Desktop Support
Location: Santa Monica, CA (Onsite)
Duration: 12 Months contract to hire
Job Description
The IT Desktop Support Specialist is a single point of contact for end users to receive both onsite and remote support within the organization’s client computing environment. This role includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal performance. The position will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance.
To perform this job successfully, an individual must be able to perform each essential function with or without reasonable accommodation.
MAIN TASKS AND RESPONSIBILITIES
Technical Support
Respond to and resolve technical support tickets in a timely and efficient manner.
Provide support for desktops, laptops, printers, conference rooms systems, and other peripheral devices.
Troubleshoot hardware, software, and network connectivity issues.
User Assistance
Assist employees with technical queries and guide them in using IT tools effectively.
Set up new user accounts and configure systems for onboarding.
Help Executives in setting up important conference calls via MS Teams or Zoom
Maintenance & Upgrades
Perform routine maintenance on computer systems and software.
Install, configure, and update hardware and software as required.
Conduct research on desktop products in support of procurement and development efforts. Evaluate and recommend products for acquisition.
Documentation
Maintain accurate records of support requests and resolutions in the ticketing system.
Document technical procedures and user guides for common issues.
Accurately document instances of desktop equipment or component failure, repair, installation, and disposal.
Help maintain inventory recordkeeping of IT assets.
Collaboration
Escalate complex issues to senior IT staff or relevant departments when necessary.
Work closely with team members to ensure IT systems meet user needs.
Liaise with third-party support and PC equipment vendors.
Perform other duties as assigned. The duties and responsibilities listed in this document are representative of the nature and level of work assigned and not necessarily all inclusive.
MINIMUM QUALIFICATIONS
Degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Minimum 4 years of experience in IT support or a related role in a small-to-med size office (25+ users/devices).
Technical Skills
Hands-on hardware troubleshooting experience.
Knowledge of Windows and macOS operating systems including mobile devices like Apple and Android.
Familiarity with common office productivity and collaboration software (e.g., Office 365, Microsoft Office Suite, Google Workspace, MS Teams, Zoom).
Knowledge of mobile device management and security solutions like Microsoft Intune and Defender.
Understanding basic networking concepts (IP addressing, Wi-Fi troubleshooting).
Knowledge of web conferencing solutions and how to operate and troubleshoot.
Experience with helpdesk ticketing systems is a plus.
Soft Skills
Strong problem-solving and analytical skills.
Excellent communication and interpersonal abilities.
Ability to conduct research into technology issues and products as required.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present ideas in a user-friendly language.
Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented, collaborative environment.
Strong customer-service orientation.
Additional Information
Work Environment: On-site role
Onsite Hours: Full-time with after hours on-call availability (Monday through Friday from 9am to 5pm).
Locality: Must be local within 20 miles driving distance to the office.