IT Support Technician

Warner Pacific Insurance Services•Westlake Village, CA

1d•$29 - $38•Hybrid

About The Position

Responsible for providing technical end-user support related to Enterprise Microsoft Windows and Apple endpoints, including associated software & hardware for internal staff. Triage trouble tickets to resolution or escalation and respond to queries. Also, isolate problems, and implement solutions with guidance of senior technicians and engineers. This position is a full-time, onsite/hybrid position covering the 8am-5pm PST time zone.

Requirements

Associate's degree in computer science or equivalent work or educational experience required.
Minimum 5 years of experience Windows Desktop, Apple Enterprise, and Android Enterprise.
Experience with Entra, Intune, M365 a plus.
Experience with an enterprise MDM, Kandji or Jamf a plus
A security minded approach to technology to protect users and the organization as a top priority. Security+ or similar certification a plus.
Strong troubleshooting and problem-solving skills including the use of standard and specialized Microsoft tools including performance monitoring.
Strong understanding of MS Active Directory, shared storage, GPO, SCCM, Roaming Profiles, Folder redirection, permissions, and common productivity applications.
Deep understanding of user endpoint hardware components, printers, and scanners.
Basic knowledge of network components (Ie. Switch, Router, Firewall, Load Balancer)
Working knowledge of network functions (TCP/IP, Routing, ACLs, VLANs, Wi-Fi, DNS)
High-level of attention to detail with strong written, verbal and presentation skills.
Excellent communication, customer support and interpersonal skills.
Ability to lift to 50 lbs. and work under desks as required.
Full-time hours required, with additional hours as necessary including weekends and holidays.
High ethical standards and willingness to learn.
Ability to interact and be adaptable to customer needs.

Nice To Haves

MCSA or similar certification a plus.
Experience with Entra, Intune, M365 a plus.
Experience with an enterprise MDM, Kandji or Jamf a plus
A security minded approach to technology to protect users and the organization as a top priority. Security+ or similar certification a plus.

Responsibilities

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Resolve, update and/or route trouble tickets to the appropriate team.
Respond to queries either in writing or over the phone.
Help train users on best practices
Maintain daily performance of computer systems.
Troubleshoot issues to determine root cause.
Walk customer through problem solving process.
Run diagnostic programs to resolve problems.
Install, move, or replace computer peripherals including cable management
Follow up with customers to ensure the issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.