Sr. IT Help Desk Technician

Golden Pet Brands • Los Angeles, CA

2h • $32 - $43 • Hybrid

About The Position

The Sr. IT Help Desk Technician serves as a senior technical resource and escalation point for the IT Help Desk team, providing advanced support to resolve complex hardware, software, network, and systems issues. This role takes ownership of higher-complexity tickets, mentors junior technicians, drives process improvements, and partners with infrastructure and engineering teams on cross-functional initiatives. The Sr. Technician is expected to operate with significant autonomy, exercise sound technical judgment, and deliver exceptional customer service while strengthening the overall support function.

Requirements

• Advanced Technical Support: Provide expert-level technical support across endpoints, identity, productivity tools, and core IT services.
• Complex Troubleshooting: Diagnose and resolve multi-system issues spanning endpoint, network, identity, and SaaS layers; identify root cause and durable fixes.
• Project Execution: Plan, execute, and close out IT projects with minimal supervision; communicate progress and outcomes to stakeholders.
• Mentorship & Knowledge Transfer: Coach junior technicians, lead training sessions, and elevate the technical capability of the team.
• Documentation: Produce clear, accurate technical documentation, runbooks, and knowledge base articles.
• Escalation & Collaboration: Recognize when to escalate, work effectively with Tier 3 / engineering teams, and contribute relevant context to expedite resolution.
• System Administration: Administer identity, endpoint management, and SaaS platforms with attention to security and compliance.
• Hardware Maintenance: Perform advanced hardware diagnostics, component replacement, and lifecycle management.
• Proactive Monitoring: Monitor systems and ticket trends to identify and address emerging problems before they impact users.
• Compliance & Security: Adhere to IT policies, procedures, and security guidelines (including PCI, SOC 2, and similar frameworks where applicable); model good security hygiene.
• Customer Service: Deliver professional, empathetic, and responsive service; set the standard for the team.
• Communication: Communicate technical concepts clearly to non-technical users and concisely to technical peers; strong written and verbal skills.
• Ownership & Judgment: Operate with minimal supervision; exercise sound judgment on priority, escalation, and risk.
• High school diploma or GED equivalent
• 5+ years of progressive helpdesk or desktop technical support experience, preferably in a large corporate environment
• Proven experience as a senior or escalation-point technician (Tier 2 or above)
• Expert-level proficiency with Mac, Windows, iOS, and Android devices
• Hands-on experience administering cloud platforms (Google Workspace, Microsoft 365, Azure / Entra ID)
• Strong understanding of networking (wireless, VLANs, VPN/ZTNA, DNS, DHCP, printing, file sharing, VoIP)
• Hands-on experience administering Cisco Meraki networks (MX, MS, MR) or equivalent enterprise networking equipment
• Experience with endpoint management / MDM (Intune, Jamf, Kandji, or similar)
• Demonstrated ability to mentor or train junior technicians
• Experience driving small to mid-size IT projects from start to finish

Nice To Haves

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience)
• Meraki Solution Specialist (CMSS) or other Cisco networking certification
• Experience supporting multi-site office network deployments
• Active Directory and Entra ID administration
• Distribution center operations and multi-site corporate environments
• Azure / Entra admin and Intune deployment experience
• Experience supporting NetSuite, Salesforce, or similar enterprise applications
• Scripting experience (PowerShell, Python, or shell) for automation
• Familiarity with ITIL or similar service management frameworks
• Experience with security tooling (EDR, SIEM, identity protection)
• CompTIA A+, Network+, or Security+; Microsoft 365 / Azure certifications; Google Workspace Administrator; Apple Certified Support Professional (ACSP)

Responsibilities

• Serve as a Tier 2 escalation point for complex hardware, software, network, identity, and systems issues that cannot be resolved at Tier 1.
• Take ownership of high-impact and high-visibility tickets, driving them to resolution and communicating status to stakeholders.
• Mentor and coach junior Help Desk Technicians; provide technical guidance, shadow tickets, and contribute to onboarding new team members.
• Lead and contribute to IT projects, including hardware refreshes, software rollouts, M365/Google Workspace administration, and security tooling deployments.
• Maintain expert-level proficiency with Windows, macOS, iOS, and Android, including imaging, MDM enrollment, and remote management tooling.
• Administer cloud and SaaS platforms such as Microsoft 365, Google Workspace, Azure / Entra ID, Intune, and identity/access management tools.
• Own day-to-day administration and troubleshooting of Cisco Meraki office network infrastructure, including MX security appliances, MS switches, and MR wireless access points across all corporate sites.
• Configure and maintain Meraki VLANs, SSIDs, content filtering, traffic shaping, group policies, and firewall rules to support business and security requirements.
• Monitor network health via Meraki Dashboard; investigate alerts, performance issues, and outages, and drive resolution end-to-end.
• Maintain wired and wireless office connectivity, including switch port configuration, PoE devices, structured cabling coordination, and access point placement/coverage.
• Support VPN, ZTNA (e.g., Microsoft Global Secure Access), VoIP, DNS/DHCP, printing, and other core network services in partnership with the infrastructure team.
• Coordinate office network changes — site additions, cutovers, firmware upgrades, and ISP transitions — with appropriate communication, change management, and validation.
• Provide remote support to other offices and remote employees, ensuring seamless IT operations across all locations.
• Manage new hire onboarding and termination workflows, including provisioning, account creation, equipment configuration, and access reviews.
• Identify recurring issues and root causes; design, document, and implement permanent fixes and process improvements.
• Author and maintain technical documentation, runbooks, and knowledge base articles to elevate the team's capability.
• Proactively manage planned changes and upgrades; coordinate communication, scheduling, and verification with impacted users.
• Provide technical support for conference rooms, collaborative workspaces, and audiovisual systems.
• Evaluate and recommend hardware and software solutions, including new product acquisitions and lifecycle upgrades.
• Partner with security, infrastructure, and applications teams on initiatives that span beyond the Help Desk.
• Monitor ticket queue health, identify trends, and contribute to KPIs/SLAs for the team.

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED