Help Desk Technician

Summary

Join System1's team as a Help Desk Technician in our Los Angeles office, providing in-person and remote support to internal users. You will be the primary point of contact for resolving hardware, software, account, and application issues. Responsibilities include troubleshooting network problems, managing accounts in SaaS infrastructure, maintaining IT inventory, and documenting technical information. The ideal candidate possesses 1-3 years of corporate IT help desk experience and familiarity with various technologies, including Mac and Windows management, remote support tools, and AV solutions. System1 offers a competitive salary and benefits package, including bonus, equity, generous PTO, comprehensive health insurance, and professional development opportunities.

Requirements

• 1-3 years in a corporate IT Helpdesk role
• Provide in office support Monday - Thursday
• Experience or some knowledge with Mac and Windows management in an enterprise environment using Okta, Google Workspace, Slack, Atlassian Suite( JIRA Software, Confluence), MDM (N-Able, Addigy), AWS (Amazon Web Services) or equivalent tools
• Experience using remote support tools: ConnectWise or equivalent tools
• Experience or some knowledge with AV solutions and integrations: Google Meet, Zoom Rooms or equivalent tools
• Experience or some knowledge with hybrid environments (Cloud, On-Premise, SaaS)
• Experience or some knowledge with processes including ITIL, Documentation, Change Management and Ticket Management
• Experience or some knowledge with relevant IT technology: VPN, DNS, DHCP
• Ability to be both highly organized with attention to detail but also able to think big picture strategy
• Natural tendency to focus on scalable long-term solutions
• Ability to be available during off business hours (within reason)

Responsibilities

• Ensure prompt resolution of user requests, incidents and interactions
• Serve as initial point for all requests and incidents and escalate as needed
• Provide remote and/or in person assistance in hybrid work environment
• Review ticket trends and assist in finding solutions to automate or improve upon SLA commitments
• Provide assistance concerning the use of computer hardware and software, including printing, installation, repairs, e-mail and operating systems
• Provide assistance with creating and administrating accounts in SaaS infrastructure
• Perform network troubleshooting to isolate and diagnose common network problems
• Maintain communication with internal team during the problem resolution process
• Assist in keeping track of inventory and making sure all assets and licenses are accounted for
• Responsible for documenting the case notes and technical documentation for future reference
• Troubleshooting problems related to LAN and WAN

Benefits

• Competitive salary + bonus + equity
• Generous PTO + 11 company holidays
• Open sick time
• 100% covered Medical, Dental, Vision for employees
• 401k with match
• Health & Dependent Care Flex Spending Account
• Paid professional development
• Leadership & growth opportunities
• Virtual company and team building events