Temporary Help Desk Technician

Motion Picture Industry Pension & Health Plans•Los Angeles, CA

11d

About The Position

MPI has an immediate opportunity for a Temporary IT Help Desk Technician to provide professional, customer-centered, first-contact technology support for MPI employees, contractors, and business partners. You’ll support a modern Microsoft-centered workplace by resolving incidents and service requests, maintaining endpoint and collaboration tools, supporting secure access, documenting knowledge, and escalating complex issues to Infrastructure, Engineering, Security, Applications, data, and vendor teams when appropriate. The ideal candidate brings strong customer service, practical technical troubleshooting skills, disciplined ITSM practices, and a continuous-improvement mindset focused on fast resolution, clear communication, secure operations, and a reliable employee technology experience.

Requirements

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 required.
Intermediate knowledge of Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, networking basics, printers, peripherals, endpoint troubleshooting, and common business applications.
Excellent attendance and reliability, with the ability to work extended hours, occasional after-hours support, or occasional weekend maintenance as required.

Nice To Haves

Experience with an ITSM or help desk platform such as ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management, Freshservice, or a similar tool preferred.
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.
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.

Responsibilities

Provide Tier 1 and Tier 2 support through the ITSM ticketing system, phone, Teams, email, remote support tools, and walk-up/on-site requests by triaging, prioritizing, documenting, resolving, and closing incidents and service requests according to service levels, urgency, business impact, and customer expectations.
Communicate clearly with users throughout the support lifecycle, including status updates, workaround guidance, resolution summaries, and escalation handoffs.
Identify recurring issues and contribute to problem management by documenting patterns, root cause observations, repeatable solutions, and preventive recommendations.
Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, Office applications, Teams Phone, meeting room collaboration experiences, Microsoft Copilot and associated AI tools.
Assist users with account access, mailbox/profile issues, collaboration permissions, file sync, Teams meetings, calendar issues, and productivity tool questions.
Support conference room and huddle room technologies, including Zoom/Teams Rooms devices, displays, cameras, microphones, content sharing, and basic room readiness checks.
Configure, deploy, troubleshoot, and support Windows laptops, desktops, virtual desktops, mobile devices, peripherals, printers, scanners, and related accessories.
Assist with endpoint lifecycle activities, including imaging or provisioning, device enrollment, software deployment, updates, patch readiness, warranty coordination, and secure disposal.
Support endpoint management practices using modern tools such as PDQ, BeyondTrust, Absolute, Microsoft Intune, Autopilot, Defender for Endpoint, remote assistance, and asset inventory systems as assigned.
Assist with user account lifecycle support, including onboarding, role changes, offboarding, password resets, multi-factor authentication, access requests, and group membership updates in coordination with established approval processes.
Follow least-privilege, data protection, and security awareness practices when handling user access, devices, sensitive information, and support requests.
Escalate suspected security incidents, phishing attempts, malware alerts, risky sign-ins, lost/stolen devices, and policy exceptions according to MPI security procedures.
Create and maintain high-quality knowledge base articles, troubleshooting guides, support procedures, customer-facing how-to instructions, and internal runbooks to promote self-service and standardization.
Contribute to ticket quality, service metrics, asset accuracy, and customer satisfaction by maintaining complete, timely, and accurate support records and recommending improvements to support processes, request forms, automation, and user communications.
Partner with Infrastructure, Engineering, Applications, Security, HR, Facilities, and external vendors to resolve issues that require specialized support.
Participate in project work, endpoint refreshes, office moves, system upgrades, security initiatives, and technology rollouts as assigned.
Crosstrain with IT team members and share practical knowledge to improve coverage, resilience, and consistency across operations.