IT Help Desk Specialist (On-Site)

Location: Los Angeles, California

Work Arrangement: 100% On-Site (Remote work is not available)

Position Overview

We are seeking an IT Help Desk Specialist to provide day-to-day technical support for employees working from our Los Angeles office.

This position serves as the first point of contact for end-user technology issues, ensuring timely resolution of hardware, software, account access, and connectivity problems while delivering excellent customer service.

The ideal candidate enjoys troubleshooting technical issues, communicating with users, and working closely with internal IT teams to maintain a productive technology environment.

Primary Responsibilities

• Respond to employee IT support requests and provide first-level technical assistance.
• Diagnose and resolve issues involving desktop computers, laptops, printers, mobile devices, and other workplace technology.
• Troubleshoot Windows and macOS operating systems, Microsoft 365 applications, email, and collaboration platforms.
• Create, modify, and maintain user accounts, permissions, VPN access, and Active Directory administration.
• Assist employees with wireless connectivity, VPN access, and other basic networking issues.
• Record, monitor, and update support tickets through the company's Help Desk/ITSM platform.
• Escalate complex technical issues to specialized Infrastructure, Systems, or Security teams when necessary.
• Support employee onboarding and offboarding by preparing equipment, configuring user accounts, and recovering company assets.
• Maintain accurate inventory records for IT hardware and equipment.
• Develop and update internal documentation, knowledge base articles, and user reference materials.
• Ensure all support activities follow company security policies, IT procedures, and compliance requirements.

Minimum Qualifications

• Previous IT Help Desk experience or a demonstrated interest in pursuing a career in technical support.
• Working knowledge of computer hardware, operating systems, and common office productivity software.
• Familiarity with Microsoft Windows and Microsoft Office applications.
• Strong customer service skills with the ability to communicate technical information clearly.
• Comfortable working independently in a fully on-site office environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Experience using Help Desk ticketing or IT Service Management (ITSM) platforms.
• Familiarity with Active Directory, Microsoft 365 administration, VPNs, and basic networking concepts.
• Previous experience supporting users within a corporate office setting.
• Industry certifications such as CompTIA A+, Network+, ITIL, or similar credentials are considered an advantage.

Technical Knowledge

Operating Systems

• Windows
• macOS

Software & Applications

• Microsoft 365
• Outlook
• Microsoft Teams
• Zoom
• Internal business applications

Tools

• Help Desk / ITSM Ticketing Systems
• Remote Support Software

Hardware

• Desktop Computers
• Laptops
• Printers
• Mobile Devices

Desired Skills

• Excellent verbal and written communication abilities.
• Ability to explain technical concepts in a user-friendly manner.
• Strong organizational and multitasking skills.
• Detail-oriented with effective problem-solving abilities.
• Dependable, accountable, and committed to providing high-quality end-user support.

Career Path

IT Help Desk Specialist

⬇

IT Support Engineer / IT Operations

⬇

Systems Engineer / Infrastructure Engineer

⬇

IT Manager / IT Operations Lead