Temporary Help Desk Technician
$68,640–$76,960 year
On-siteLos Angeles, California, United States or Studio City, California, United States
Job Summary
Provide Tier 1 and Tier 2 help desk support via ticketing systems, phone, Teams, and on-site requests by triaging, documenting, and resolving incidents and service requests. Communicate clearly with users throughout the support lifecycle, identify recurring issues, and contribute to problem management by documenting patterns and preventive recommendations. Support Microsoft 365 services, collaboration tools, and endpoint devices including Windows laptops, desktops, and mobile accessories through configuration, troubleshooting, and lifecycle management. Assist with identity access, security operations, and escalate security incidents or policy exceptions per established procedures. Create and maintain knowledge base articles, troubleshooting guides, and internal runbooks to promote self-service and standardization. Partner with Infrastructure, Engineering, and vendor teams to resolve specialized issues and participate in project work, office moves, and technology rollouts.
Required Qualifications
- Associate degree in Information Technology, Computer Science, or a related field preferred, or equivalent combination of technical training and practical experience
- Minimum of 3-5 years+ of help desk, service desk, desktop support, or customer-facing technical support experience
- Excellent customer service, verbal communication, written documentation, and follow-through skills
- Strong analytical, troubleshooting, organizational, time-management, and prioritization skills, with the ability to work independently, accept direction, collaborate effectively, and adapt to changing priorities
- Ability to work with individuals at all levels of the organization and explain technical concepts in clear, non-technical language
- Excellent attendance and reliability, with the ability to work extended hours, occasional after-hours support, or occasional weekend maintenance as required
- MPI requires employees to be vaccinated against Covid-19 with exceptions as required by law
Desired Qualifications
- Associate degree in Information Technology, Computer Science, or a related field preferred, or equivalent combination of technical training and practical experience
- Experience with an ITSM or help desk platform such as ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management, Freshservice, or a similar tool preferred
- Intermediate knowledge of Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, networking basics, printers, peripherals, endpoint troubleshooting, and common business applications
- Exposure to Active Directory, Microsoft Entra ID, Microsoft Intune, endpoint security tools, MFA, VPN/remote access, and modern device management practices preferred
- Working knowledge of ITIL/ITSM concepts such as incident management, service request fulfillment, problem escalation, change awareness, knowledge management, and service levels preferred
- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, or other relevant certifications preferred
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