Service Desk Technician

Great Gray • Aliso Viejo, CA

6d • 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 provides remote support to employees across the organization. The position works from the Aliso Viejo, California office under a hybrid model of four onsite days and one remote day per week. A weekly rotating on-call schedule covers routine and urgent or critical incidents outside regular business hours, from 7:30 p.m. ET until the start of the next business day. Visa sponsorship or transfer is not available; applicants must be authorized to work for any U.S. employer without sponsorship or transfer.

The Technician provides first-level support for hardware, software, and network issues; assists executive leadership and Sales teams; coordinates technology onboarding for new employees; maintains IT equipment inventory and support documentation; and contributes to IT policies, projects, and ongoing service improvements. The role requires strong customer service, communication, troubleshooting, prioritization, and discretion.

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.
• Professional demeanor and presentation.
• Adaptability to changing priorities and strong attention to detail.
• Team-oriented and collaborative approach.
• Commitment to continuous learning.
• Ability to manage multiple priorities, thrive in a fast-paced and dynamic environment, and navigate ambiguity.
• Entrepreneurial mindset and willingness to bring best-practice ideas to the team.
• Exhibits 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, responding promptly and anticipating executive technology needs.
• Handle sensitive information with discretion.
• 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 are functioning optimally.
• Provide just-in-time technical support during client meetings.
• Coordinate and execute technology onboarding for new employees.
• Prepare and configure hardware and software for new hires.
• Deliver initial training on company systems and tools.
• Create 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 as needed.
• Complete other related duties as assigned.
• Participate in a weekly rotating on-call schedule covering incidents outside regular business hours.

Benefits

• Competitive compensation package.
• 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.
• Participation in an annual incentive bonus plan.

What This Job Offers

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