Help Desk Specialist

Steno • Los Angeles, CA

1d • $27 - $36 • Hybrid

About The Position

The Help Desk Specialist serves as the primary Tier 1 contact for end-user IT support, managing ticket intake, triage, troubleshooting, and resolution through the Foqal ticketing system. The role provides first-line support for software, access, configuration, Zoom Phone, and standard hardware and software deployment needs, escalating unresolved or non-standard issues to Tier 2 IT Analysts with clear documentation.

The position also coordinates equipment fulfillment, repair, e-cycling, and inventory and purchase requests; maintains role-specific onboarding materials and IT knowledge-base content; and participates in team meetings, retrospectives, and peer coverage. The role is hybrid, based in the Downtown Los Angeles office, with three days onsite and two days remote each week. The person must be located in the Greater Los Angeles area and work Monday through Friday, 8:30 a.m. to 5 p.m. PT, with occasional overtime and rotational holiday coverage. A valid driver’s license and reliable transportation are required for occasional equipment transport.

Requirements

• Approximately 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, including Zoom Phone, administration and troubleshooting.
• Strong written communication skills for an async-first environment and ability to explain technical concepts to non-technical staff in clear, reassuring language.
• Sound judgment about resolving issues at first line versus escalating, and 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.
• Valid driver’s license and reliable transportation for occasional company hardware transport.
• Must be located in the Greater Los Angeles area.
• Availability 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.
• Reproduce issues, consult Guru documentation and prior tickets, perform structured first-line diagnostics, and escalate unresolved issues.
• Resolve software support requests, including application troubleshooting, access issues, and basic configuration; provide Zoom Phone setup, configuration, and support.
• Escalate issues to Tier 2 IT Analysts with thorough documentation and context, following established workflows.
• Manage computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment.
• Stage and deploy standard new-hire software licenses using the New Hire Deployment Worksheet and Technical Deployment Matrix; escalate non-standard provisioning to Tier 2.
• Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new-hire roles 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 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.
• Equity options.
• Company-provided 401(k) account.
• Home office setup and monthly stipend to offset internet and phone costs.

What This Job Offers

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