Service Desk Technician

Great Gray•Aliso Viejo, CA

4d•$70,000 - $90,000•Hybrid

About The Position

Great Gray is seeking a Service Desk Technician to join its Technology team. The role is the primary technical point of contact for employees in the Aliso Viejo office and also supports employees throughout the organization remotely. The position works from the Aliso Viejo, California office under a hybrid model of four onsite days and one remote day per week. Service Desk Technicians participate in a rotating weekly on-call schedule, covering routine and urgent or critical incidents outside regular business hours, from 7:30 p.m. ET until the start of the next business day. The technician provides first-level support for hardware, software, and network issues; supports executive leadership and Sales teams; and coordinates technology onboarding for new employees. The role also manages IT equipment inventory, assists with IT policies and procedures, contributes to service delivery improvements, and participates in IT projects. Applicants must be authorized to work for any U.S. employer without visa sponsorship or transfer.

Requirements

At least 2 years of experience in IT help desk or technical support.
Strong knowledge of common business applications and operating systems.
Excellent customer service and communication skills.
Ability to explain technical concepts to non-technical users.
Experience with ticketing systems and IT service management.
Proven ability to prioritize tasks in a fast-paced environment.
Exceptional problem-solving abilities, a professional demeanor, adaptability, and strong attention to detail.
Team-oriented and collaborative approach, commitment to continuous learning, and ability to manage multiple priorities in a fast-paced environment.
Comfort navigating ambiguity and an entrepreneurial mindset for bringing best-practice ideas to the team.
Demonstrate Great Gray attributes: Disciplined Curiosity, Growth Mindset, Results Ownership, Collaboration, and Grit.
Must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Nice To Haves

Technical certification such as CompTIA A+, HDI, or ITIL Foundation.
Experience supporting executive-level staff.
Familiarity with onboarding processes.
Knowledge of sales tools and CRM systems.

Responsibilities

Provide first-level IT support for hardware, software, and network issues.
Troubleshoot and resolve technical problems in a timely manner.
Maintain accurate documentation of support tickets and resolutions.
Escalate complex issues to appropriate IT teams when necessary.
Provide dedicated technical assistance to executive leadership, prioritize and respond to executive requests, anticipate technology needs, and handle sensitive information discreetly.
Support Sales teams with technical issues onsite and remotely in the field.
Assist with technical aspects of sales presentations and demonstrations, ensure sales tools and applications function optimally, and provide just-in-time support during client meetings.
Coordinate and execute technology onboarding for new employees.
Prepare and configure hardware and software for new hires, provide initial training on company systems and tools, and maintain onboarding documentation and checklists.
Manage inventory of IT equipment and supplies.
Assist with implementing IT policies and procedures.
Contribute to continuous improvement of IT service delivery.
Participate in IT projects and complete other related duties as assigned.
Participate in a rotating weekly on-call schedule, covering routine and urgent or critical incidents outside regular business hours.

Benefits

Group medical, dental, and vision insurance.
Employer-paid life and disability insurance.
Annual well-being stipend.
Eligible employees may contribute to a 401(k) plan with an advantageous employer contribution model.
Annual incentive bonus plan.

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