IT Support Specialist

Oxford Road • Los Angeles, CA

4d

About The Position

The IT Support Specialist is the frontline of Oxford Road's internal technology function, responsible for ensuring that employees can work without friction. This role handles day-to-day technical support across devices, applications, and access, following established security and service management standards. It reports directly to the Senior IT Administrator and serves as the first point of contact for the agency's 200+ employees when something isn't working.
This is an execution-focused role designed for someone who is organized, service-oriented, and takes genuine pride in fast, high-quality support. The IT Support Specialist keeps tickets moving, documentation accurate, and employees unblocked so the Senior IT Administrator can focus on infrastructure, security, and function-level ownership.

Requirements

• 2 to 4 years of experience in an IT support or help desk role
• Hands-on experience supporting macOS and Windows environments
• Familiarity with Google Workspace or Microsoft 365
• Strong troubleshooting instincts and genuine commitment to high-quality customer service
• Clear written and verbal communication; professional and calm under pressure
• Organized and process-driven: follows documented procedures consistently and flags gaps proactively

Nice To Haves

• Experience with Rippling or a similar HRIS/device management platform
• Basic understanding of SSO, MFA, and access controls
• ITIL Foundation or service desk framework experience

Responsibilities

• Owns first-response IT support for all Oxford Road employees: triaging, resolving, and documenting incoming requests
• Owns the day-to-day help desk queue: ticket intake, prioritization, resolution, and escalation to the Senior IT Administrator when needed
• Supports device lifecycle tasks: imaging, deployment, replacements, equipment returns, and decommissioning under Senior IT Administrator direction
• Supports onboarding and offboarding workflows: device setup, access checks, application provisioning, and equipment coordination
• Maintains accurate ticket notes, asset records, and documentation in IT systems
• Contributes to the internal knowledge base: writing user-friendly how-tos and help articles to reduce repeat ticket volume
• Serve as the first point of contact for all IT support requests across the agency
• Troubleshoot Windows and macOS laptops, peripherals, printers, and basic network connectivity issues
• Diagnose and resolve issues across core productivity and collaboration tools: email, conferencing, file sharing, password managers, and messaging platforms
• Respond to tickets within defined SLAs; keep employees informed of status throughout resolution
• Support device lifecycle tasks including imaging, setup, deployment, replacements, and decommissioning under Senior IT Administrator direction
• Assist with onboarding and offboarding: device configuration, access checks, application setup, and equipment returns
• Follow documented provisioning and deprovisioning processes; flag access anomalies to the Senior IT Administrator
• Maintain accurate, up-to-date ticket notes and asset records in IT systems
• Write and maintain clear, user-friendly how-to guides and help articles for common issues
• Identify recurring issues and surface patterns to the Senior IT Administrator for root-cause resolution

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed