IT Support Engineer
About The Position
The IT Support Engineer provides timely desktop hardware, software, and mobile-device troubleshooting to team members across the organization, with a high degree of customer service and technical expertise. The role supports more than 1,000 users, primarily at the Beverly Hills corporate headquarters, and provides additional site coverage in Santa Monica and Encino as needed. It is a high-volume, fast-paced position with substantial walk-up support alongside helpdesk queue management. Approximately 70% of the role is helpdesk ticket work. The engineer is trained on the ticketing system from day one and is expected to average 12 ticket closures per day. The remaining 30% involves special projects, including an ITSM tool migration, an antivirus platform transition, hardware refresh and decommissioning, and SOP documentation. The environment uses AI-augmented IT practices, and hands-on AI tool experience is a strong differentiator. The position offers potential growth opportunities for strong performers, including paths toward infrastructure and networking teams.
Requirements
- Technical support and troubleshooting skills.
- Customer service skills.
- Experience supporting Windows and macOS.
- Knowledge of networking issues and Active Directory.
- The position is classified as intermediate level.
Nice To Haves
- Jamf Pro experience.
- Experience in a media, entertainment, or production environment.
- Hands-on AI tool experience, including Copilot, Glean, or Claude; personal use is also considered a differentiator.
- Bilingual Spanish skills.
- Interest in developing toward networking or systems administration.
- Certifications or a computer science degree in networking.
- AV and conferencing support experience.
- VoIP and telecommunications support experience with Cisco, Avaya, or similar systems.
Responsibilities
- Monitor the helpdesk queue, triage and document incidents, and close tickets; the expected average is 12 ticket closures per day.
- Provide Tier 2 deskside and remote support for hardware, software, network connectivity, and mobile-device issues.
- Administer user accounts in Active Directory and Microsoft Entra ID.
- Support Windows and macOS endpoints, including imaging and device lifecycle management.
- Set up and support video conferencing.
- Support new-hire onboarding and office reconfigurations.
- Set up and support desktop telecommunications, including phones and voicemail.
- Provide walk-up support at the Beverly Hills headquarters and additional site coverage in Santa Monica and Encino as needed.
- Contribute to special projects, including an ITSM tool migration, antivirus platform transition, hardware refresh, hardware decommissioning, and SOP documentation.
Benefits
- Medical insurance, if eligible.
- Dental insurance, if eligible.
- Vision insurance, if eligible.
- Critical illness, accident, and hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
- Voluntary life and AD&D insurance for employees and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off or leave, which may include PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
