Technical Support Analyst
$38,292,800–$62,836,800 year
HybridBeverly Hills, California, United States
Job Summary
Field incoming help requests via telephone and email, documenting user details and problem nature while resolving Tier 2 technical issues for desktops, laptops, printers, and telecommunications. Utilize remote control software to troubleshoot hardware and software, image and configure systems, and perform hands-on fixes including installing updates, backups, and drivers. Manage system administration for Microsoft Active Directory, Exchange, and Office 365, and develop training manuals and FAQs. Escalate complex IT issues and evaluate resolutions to prevent future problems. Work a hybrid schedule with three days onsite in Beverly Hills and occasional after-hours or weekend rotations.
Required Qualifications
- Associate's degree in MIS/CIS or equivalent business/industry training
- at least 3 years of equivalent on-the-job experience
- 3+ year(s) experience supporting end-user computing technical service support in a business environment
- Familiarity with ITSM tools (e.g., ServiceNow, BMC, Salesforce, or equivalent)
- Hands-on experience with IT system implementation and troubleshooting support for core Microsoft technologies, including Windows 10/11, Microsoft 365, Teams, and Active Directory
- Experience supporting remote users via VPN, RDP, and other remote access tools
- Understanding basic cybersecurity principles and ability to follow IT security policies and best practices
- Good time management and multi-tasking skills
- Ability and willingness to travel overnight occasionally for implementation and support of company locations nationwide
- Ability to work a standard five-day work week, with at least three (3) days per week onsite at a designated company location
- Flexibility to work occasionally after-hours or weekends as needed
- Ability to participate in on-call rotation schedules when necessary
- Experience working in a team-oriented, collaborative environment
- Demonstrates initiative and follow-through to ensure successful results
- Strong ability to conduct research into a wide range of computing issues as required
- Ability to absorb and retain technical information quickly
- Excellent written and oral communication skills
- Ability to present ideas in user-friendly, non-technical language
- Exceptional interpersonal skills, including rapport-building, active listening, and effective questioning techniques
- Highly self-motivated and directed
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Strong customer service orientation with a commitment to user satisfaction and white glove service
- Able to lift a minimum of 25 pounds
Desired Qualifications
- Experience with Intune, SCCM, or similar tools
- Experience supporting Mac OS
- Experience with onboarding process
- Relevant certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or ITIL Foundation
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