Help Desk Specialist

Steno's • Los Angeles, CA

7d • Hybrid

About The Position

The Help Desk Specialist serves as the primary Tier 1 contact for end-user IT support, managing ticket intake, triage, and resolution through the Foqal ticketing system. The role provides first-line troubleshooting for software, access, basic configuration, and Zoom Phone issues, escalating unresolved or non-standard requests to Tier 2 with clear documentation. It also coordinates computer and accessory deployments, standard software provisioning, onboarding materials, hardware repairs and disposal, purchase requests, and inventory tracking. The specialist maintains IT knowledge base content and support workflows, participates in team meetings and retrospectives, and provides peer coverage across the Helpdesk Specialist team.

This is a hybrid role based in the Downtown Los Angeles office. The schedule is Monday through Friday, 8:30 a.m. to 5 p.m. PT, with three days onsite and two days remote each week. The employee must be located in the Greater Los Angeles area and may need to come into the office for business needs. The role includes occasional overtime and rotational holiday coverage. A valid driver’s license and reliable transportation are needed to transport company hardware to shipping, retail, and repair facilities as required.

The position is entry-level and suited to someone with roughly one or more years of help desk, IT support, or comparable customer-facing technical experience, or an equivalent mix of coursework, certification, and hands-on practice. Compensation is $27–$36 per hour. Steno describes its employment practices as equal opportunity and uses AI-assisted tools to help identify and prioritize candidates; hiring decisions are made by the People team.

Requirements

• Roughly 1+ years of help desk, IT support, or comparable customer-facing technical experience, or an equivalent mix of coursework, certification, and hands-on practice.
• Proficiency troubleshooting macOS and Windows environments.
• Comfort with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics.
• Familiarity with Google Workspace, Microsoft 365, and Zoom administration and troubleshooting, including Zoom Phone.
• Strong written communication skills for an async-first, fully remote environment, including explaining technical concepts to non-technical staff in plain, reassuring language.
• Sound judgment about what to resolve at first line versus when to escalate, with the ability to write clear, structured handoffs.
• Working knowledge of phishing tactics and social engineering patterns, and comfort following documented escalation procedures.
• An Associate's or Bachelor's degree, a relevant certification such as CompTIA A+, or equivalent practical experience.
• Collaborative approach, including peer coverage and knowledge sharing, and ability to manage multiple open tickets at once.
• Valid driver’s license and reliable transportation for transporting company hardware as needed.
• Must be located in the Greater Los Angeles area and able to cover Monday through Friday, 8:30 a.m. to 5 p.m. PT, with occasional overtime and rotational holiday coverage.

Responsibilities

• Serve as the primary Tier 1 point of contact for end-user IT support and manage ticket intake, triage, and resolution through the Foqal ticketing system.
• Troubleshoot issues by reproducing them, consulting Guru documentation and prior tickets, and applying structured first-line diagnostics before escalation.
• Resolve software support requests, including application troubleshooting, access issues, and basic configuration, and provide Zoom Phone setup, configuration, and support.
• Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context, following established escalation workflows.
• Manage end-to-end computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment status.
• Stage and deploy standard new-hire software licenses according to the New Hire Deployment Worksheet and Technical Deployment Matrix, escalating non-standard provisioning to Tier 2.
• Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new hires’ job titles and required applications.
• Coordinate hardware repair, e-cycling, and responsible disposal of end-of-life equipment; process purchase requests and track inventory through the ticketing system.
• Create, update, and maintain IT knowledge base content, SOPs, and support workflows to reduce repeat tickets.
• Participate in team meetings and retrospectives and provide peer coverage across the Helpdesk Specialist team.
• Transport company hardware to shipping, retail, and repair facilities as needed.

Benefits

• Premium medical, dental, and vision coverage, with some plans covering 100% of premiums for employees and their families.
• Healthcare reimbursement to help offset out-of-pocket healthcare costs.
• Wellness and mental health benefits shared among employees and families.
• Flexible paid time off.
• Options of equity.
• Company-provided 401(k) account.
• Home office setup and a monthly stipend to offset internet and phone costs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree