IT Support Specialist
HybridSherman Oaks, California, United States
Sherman Oaks, California, United StatesHybridFull TimeSmall
Full TimeSmall
Job Summary
Triage and resolve incoming IT support tickets for 200+ employees, troubleshooting Windows and macOS devices, peripherals, and core productivity tools like email and conferencing. Manage the daily help desk queue by prioritizing requests, updating employee status, and escalating complex issues to the Senior IT Administrator. Execute device lifecycle tasks including imaging, deployment, replacements, and offboarding, while maintaining accurate asset records and ticket documentation. Contribute to the internal knowledge base by writing user-friendly how-to guides to reduce repeat ticket volume.
Required Qualifications
- 2 to 4 years of experience in an IT support or help desk role
- Hands-on experience supporting macOS and Windows environments
- Familiarity with Google Workspace or Microsoft 365
- Strong troubleshooting instincts and genuine commitment to high-quality customer service
- Clear written and verbal communication; professional and calm under pressure
- Organized and process-driven: follows documented procedures consistently and flags gaps proactively
Desired Qualifications
- Experience with Rippling or a similar HRIS/device management platform
- Basic understanding of SSO, MFA, and access controls
- ITIL Foundation or service desk framework experience
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