IT Support Specialist

Base8 Inc•Studio City, CA

2d•Onsite

About The Position

The IT Support Specialist is responsible for providing technical assistance and support to end-users, ensuring the efficient operation of computer systems, hardware, and software. This role involves troubleshooting issues, maintaining IT infrastructure, and delivering excellent customer service to internal or external stakeholders.

Requirements

Bachelor's degree in computer science, Information Technology, or a related discipline
4–5 years of experience in IT support or technical support roles
Strong capability to troubleshoot technical issues and provide user assistance
Comprehensive understanding of computer hardware, software, and networking concepts
Ability to assess technical requirements and train end users effectively
Hands-on experience with IT service management tools such as HaloPSA or ServiceNow
Experience creating technical documentation and tracking performance metrics
Solid understanding of database administration and system security practices
Ability to stay updated with emerging technologies and IT support trends
Excellent verbal, written, and interpersonal communication skills
Proficiency in operating systems including Windows and macOS
Fundamental knowledge of networking concepts such as TCP/IP, DNS, and DHCP
Experience using ticketing platforms like ServiceNow, Jira, or Zendesk
Familiarity with Active Directory, remote desktop applications, and user support tools
Strong communication and interpersonal skills
Problem-solving and analytical thinking
Ability to work independently and in a team
Customer-service mindset

Nice To Haves

Certifications such as CompTIA A+, Network+, or Microsoft certifications
Experience with cloud platforms (Azure, AWS)
Prior help desk or technical support experience

Responsibilities

Deliver frontline technical assistance for hardware, software, and network-related concerns
Address help desk requests, emails, and support calls within defined timelines
Install, configure, and support desktops, laptops, printers, and mobile devices
Create and manage user accounts, access rights, and password settings
Diagnose and resolve issues related to Windows and macOS operating systems
Provide support for cloud platforms such as Microsoft 365 or Google Workspace
Assist in resolving connectivity, VPN, and wireless network issues
Maintain accurate records of incidents, resolutions, and IT procedures
Ensure systems remain updated with current patches and security updates
Ensure excellent customer service and communication throughout the support process
Coordinate with Level 1, Level 2, and infrastructure support teams
Track ticket progress and ensure issues are resolved within SLA timelines