Jr. Desktop Support Specialist

Job Details

Entry

526 W LAS TUNAS DR - SAN GABRIEL, CA

Full Time

$21.63 - $21.63 Hourly

Company Overview:

211 LA is a dynamic, forward-thinking organization committed to fostering a culture of innovation, inclusivity, and professional growth. As a leader in Information and Referral Services, we take pride in providing our employees with a supportive and collaborative environment where they can thrive and contribute to our company's success.

Position: Jr. Help Desk Specialist (HYBRID)

Reports To: Manager of Operations

Department: IT

Key Responsibilities and Duties:

The Help Desk Specialist will provide technical assistance to agency employees, troubleshoot and resolve various hardware, software, and network-related issues, and escalate complex problems to the appropriate teams or specialists. You will play a key role in ensuring seamless IT operations for our employees by delivering timely and efficient support while maintaining high levels of customer satisfaction.

This hybrid position requires the employee to be in the office twice to three times a week, or as business needs dictate.

POSITION ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

Incident Management:

Respond to and resolve support tickets and requests related to hardware, software, networking, and system performance issues, following established service level agreements (SLAs).

Troubleshooting & Problem Resolution:

Diagnose and resolve complex issues across Windows, macOS, Google Workspace, Microsoft Suite, and hardware devices (printers, desktops, laptops, mobile devices *Android & iPhones*).

Troubleshoot network connectivity issues like faulty patch cords, NICs, and bad patch panel connections.

Assist with troubleshooting and configuring network equipment, including LAN switches, routers, firewalls, and VPNs.

User Support & Guidance:

Provide end-users with step-by-step technical support via phone, email, chat, and remote desktop tools. Offer guidance and training on software applications, operating systems, and IT processes.

System Administration & Maintenance:

Assist with user account management, including password resets, account creation, and Google Administration tasks.

Software & Hardware Support:

Install, configure, and deploy software applications on end-user devices.

Set up, configure, test, and deploy agency hardware, including but not limited to Desktops, Laptops, Peripherals, and Mobile Devices.

Maintain the health of agency equipment by cleaning all unapproved programs and deleting all temporary files.

Perform routine maintenance like changing/monitoring the backup system, event logs, performance logs, etc.

Escalation Management:

Identify and escalate unresolved issues to management or other appropriate departments, ensuring that all escalations are tracked and followed up on.

Documentation & Knowledge Management:

Document troubleshooting steps, resolutions, and best practices in a knowledge base to improve team efficiency and consistency in future incidents.

Develop and maintain comprehensive process and technical documentation that meets organizational needs and standards.

Collaboration & Reporting:

Work closely with the IT team, providing updates on ticket statuses and contributing to team meetings. Track recurring issues and identify opportunities for process improvements.

End-User Training & Support:

Provide on-site or remote training for users to ensure a proper understanding of IT systems and best practices.

Qualifications:

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements below represent the required knowledge, skills, and/or abilities. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Technical Skills:

Proficient with Windows, Google Workspace, and macOS environments, as well as software and hardware troubleshooting.

Basic understanding of network troubleshooting and connectivity issues.

Familiarity with ticketing systems (e.g., ConnectWise, ServiceNow, Jira, Zendesk).

Ability to work with and support cloud-based services.

Soft Skills:

Excellent customer service skills with the ability to communicate technical information to non-technical users.

Strong problem-solving abilities and attention to detail.

Ability to work independently and within a team.

Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

Ability to get along well with others, including persons of different ethnic or cultural backgrounds.

Bilingual English/Spanish skills are highly desirable.

These specifications are general guidelines based upon the minimum experience typically considered essential to the satisfactory performance of this job.

REQUIRED EDUCATION AND/OR EXPERIENCE:

High School Diploma or GED preferred, but not required

2 to 3 years in a Help Desk or Technical support environment.

Help Desk or IT-related certificates are highly desirable

Compensation: $21.63 hourly

Physical Demands & Working Conditions:

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Ability to lift up to 20 pounds.

Prolonged periods sitting at a desk.

Benefits:

Comprehensive health and wellness benefits

Retirement savings plan

Professional development opportunities

Flexible work arrangements

Employee assistance program

How to Apply:

If you are a motivated individual seeking an opportunity to contribute to a dynamic and growing organization, please submit your resume using the link provided.

Equal Opportunity Employer Statement

211 LA is an Equal Opportunity Employer and values diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.