Desktop Support

IT Service Desk Agent I (Desktop Support Specialist)

Location:Los Angeles, CA 90033 (Remote)

Schedule: Monday Friday, 8:00 AM 5:00 PM (Must be available for any shift: Morning, Mid, or Night)

Type: Direct Hire

Compensation: $27/hr $32/hr (Non-Exempt)

The Service Desk Agent I will support the end-user community at hospital and clinical locations for our client, a leading healthcare institution in Los Angeles. This position is responsible for providing first-level technical support, including troubleshooting clinical applications, operating systems, productivity software, network/Wi-Fi issues, and other technology-related problems. You will serve as the first point of contact and play a key role in ensuring end-user satisfaction through prompt issue resolution and exceptional service.

Key Responsibilities

Serve as the first point of contact for IT support, troubleshooting hardware, software, network, and account-related issues via phone, email, and ticketing system.

Manage user accounts and access through Active Directory, and perform software installations and remote support using SCCM and GoToAssist.

Accurately document and resolve support tickets using the Footprints system, ensuring timely follow-up and SLA compliance.

Assist with the setup and maintenance of workstations, mobile devices, and peripheral equipment while providing end-user training on standard applications.

Collaborate with IT teams to escalate unresolved issues, support system upgrades, and contribute to process improvement initiatives. Required Qualifications

High School Diploma (required)/ Associates Degree in a related field (preferred)

Minimum 3 years of IT experience, including at least 2 years in a Service Desk environment

Call center experience with a high ticket volume (30+ tickets/day)

Strong customer service orientation with excellent written and verbal communication skills

Proficiency with Active Directory, SCCM, and basic networking concepts

Demonstrated ability to work independently and within a team environment

Willingness and flexibility to work any shift (24/7 environment similar to healthcare or hospitality operations)

PandoLogic.

Permanent