IT Helpdesk Technician

Golden Hippo • Los Angeles, CA

7d • $26 - $35 • Hybrid

About The Position

The Help Desk Technician will be the first point of contact for users experiencing technical issues within our organization. You will provide timely and efficient support to resolve problems related to hardware, software, network connectivity, and various IT systems. This role requires excellent communication skills, technical proficiency, and a customer-focused approach to deliver exceptional service to our users.

Ensure that all employee IT equipment and services are in working order, including Macs, Windows desktops and laptops, IOS devices, printers, wireless networks, and audiovisual systems.
Act as the first point of contact for IT needs. Track issues and take ownership of problems and see them to resolution. Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible.
Anticipate problems that the users may encounter and address them proactively. Continually monitor and assess support requirements. Create system support documentation as needed.
Proactively manage any planned changes and upgrades. Inform those who would be impacted and ensure everything is working when changes are completed.
Recommend hardware and software solutions, including new product acquisitions and upgrades.
Provide technical support and maintenance for conference rooms/collaborative workspaces and offices utilizing audiovisual systems.
Ability to provide remote support to other offices, ensuring seamless IT operations across all locations.
Manage the local ticket system and assist with tickets.
Setup new hires/terminations. This includes providing remote setup for employees in other offices.

Requirements

• High school diploma or GED equivalent
• 2+ years previous helpdesk or desktop technical support experience, preferably in a large corporate environment
• Proficiency with Mac, Windows, iOS and Android devices
• Experience working with cloud-based environments (G-Suite, Office 365, Netsuite, Adobe)
• Understanding of networking fundamentals (wireless, printing, file sharing, VOIP, mobile devices)

Nice To Haves

• Associate's degree in Information Technology, Computer Science, or related field (or equivalent work experience)
• Familiar with Cisco Meraki networking equipment
• Microsoft Entra ID administration; on-premises Active Directory a plus
• Experience with distribution center operations and corporate environments
• Azure admin experience; Microsoft Intune/mobile device management (MDM)
• CompTIA A+ certification

Responsibilities

• Provide first-line technical support to end-users via phone, email, or in-person, addressing issues related to hardware, software, and network connectivity.
• Diagnose and troubleshoot technical problems reported by users, utilizing established procedures and resources to identify root causes and implement solutions promptly.
• Accurately document all support requests, troubleshooting steps, and resolutions in the ticketing system, ensuring comprehensive records of incidents and resolutions.
• Escalate unresolved issues to Level 2 or Level 3 support teams, following established escalation procedures and providing relevant information for further investigation
• Assist users with basic technical guidance and training on commonly used software applications, systems, and IT resources to enhance their productivity and self-sufficiency.
• Install, configure, and update software applications on user devices as required, ensuring compliance with licensing agreements and security policies.
• Perform basic hardware maintenance tasks such as replacing components, upgrading memory, or installing peripherals to ensure optimal performance of user devices.
• Monitor IT systems and network infrastructure for potential issues or anomalies, proactively identifying and addressing emerging problems to minimize downtime and disruptions.
• Adhere to IT policies, procedures, and security guidelines, ensuring the confidentiality, integrity, and availability of organizational data and resources.
• Provide friendly, professional, and responsive customer service, actively listening to users’ concerns, empathizing with their frustrations, and striving to resolve issues promptly to meet or exceed their expectations.

Benefits

• Comprehensive Healthcare Coverage – We cover 100% of premiums for employee-only medical, dental, and vision plans.
• Bonus Opportunities – Earn more with both annual and monthly bonus programs tied to performance.
• Investing in Your Future – We match up to 3.5% of your 401(k) contributions and offer a company-sponsored Employee Stock Ownership Plan (ESOP), helping your retirement savings grow alongside the company.
• Work-Life Balance – Start your first year accruing up to 15 days of vacation, plus 6 paid sick and mental health days.
• Well-Being Support – Take advantage of our Employee Assistance Program, company closure dates, free weekly yoga and meditation classes, and expanded mental health benefits—we take a holistic approach to your well-being.
• Career Growth – Grow with us through our mentorship program, continuous learning opportunities, and performance-based pay increases designed to help you advance.
• Make an Impact – Give back through our charity sponsorships. Together, we’ve donated over $9 million to communities worldwide.
• Additional Benefits - Cell/internet reimbursement, free employee products, annual events, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED