IT Support Specialist

This role is responsible for troubleshooting hardware, software, network, and end-user issues; provisioning and maintaining user accounts, devices, and applications; and delivering exceptional customer service to ensure a reliable and secure technology experience. Troubleshoot and resolve issues related to: Applications: Microsoft 365 (Teams, Outlook, Office apps, OneDrive/SharePoint), Zoom, and Adobe Creative Cloud Suite, Ivanti VPN, Atlassian (Jira/Confluence, Asana, Tableau.

IT SUPPORT SPECIALIST

Location; Culver City, CA

JOB DESCRIPTION

The IT Support Specialist provides front-line technical support for approximately 100 employees at the company's headquarters, supporting both Windows and macOS environments. This role is responsible for troubleshooting hardware, software, network, and end-user issues; provisioning and maintaining user accounts, devices, and applications; and delivering exceptional customer service to ensure a reliable and secure technology experience. The ideal candidate is technically proficient, customer-focused, and proactive in identifying opportunities to improve IT operations, streamline support processes, and enhance the overall employee experience.

KEY RESPONSIBILITIES

End-User Support

• Provide hands-on and remote technical support for Windows, MacOS, and iOS systems.
• Troubleshoot and resolve issues related to:
  • Applications: Microsoft 365 (Teams, Outlook, Office apps, OneDrive/SharePoint), Zoom, and Adobe Creative Cloud Suite, Ivanti VPN, Atlassian (Jira/Confluence, Asana, Tableau.
  • Conference Room and A/V Support: Experience configuring, supporting, and troubleshooting conference room technology, A/V equipment, and video conferencing platforms, including Microsoft Teams, Zoom, and Zoom Rooms.
  • Networking: Diagnose and resolve basic network connectivity issues, including VPN and Wi-Fi.
• Follow established endpoint management best practices, utilizing tools such as Microsoft Intune and JAMF to deploy, configure, secure, and maintain company-managed devices.
• Coordinate with hardware and software vendors to resolve advanced issues and facilitate repairs.
• Provide A/V support for company meetings and events.

Employee Lifecycle Management

• Provision and decommission accounts in Active Directory/ManageEngine AD Manager and Office 365, ensuring proper access group assignments.
• Deploy and configure equipment such as laptops, phones, and collaboration tools for new hires.
• Coordinate Day 1 IT onboarding, including workstation setup, software installation, VPN configuration, and end-user assistance.
• Recover and reconfigure hardware and software for offboarded employees.
• Manage the distribution and recovery of company-issued IT equipment, including shipping materials and return logistics.

Asset Management

• Maintain accurate records of all IT assets using the Snipe IT Asset Management Tool.
• Ensure IT assets are tracked, assigned, and accounted for appropriately, across JAMF, InTune and Snipe IT.
• Coordinate hardware lifecycle management, including asset tracking, EOL planning, and technology refreshes.

Help Desk Operations

• Utilize SolarWinds Service Desk to manage, resolve incidents and respond to service requests.
• Log, update, and close tickets in adherence to ITSM policies.
• Escalate or reassign tickets when necessary.
• Develop and maintain SOPs, help desk documentation, and knowledge base articles to improve support processes and enhance the customer experience.
• Support IT help desk projects, including planning, coordination, execution, and delivery of assigned initiatives.

Security and Compliance

• Provide support to identify and remediate security issues in equipment, software, and services.
• Assist with endpoint security, email security, user security requests, troubleshooting, and compliance with IT security policies.
• Follow company guidelines to ensure compliance with IT security standards.

QUALIFICATIONS

• 3-5 years of strong expertise in troubleshooting Windows and MacOS systems within an enterprise environment in a desktop support role or similar IT support position.
• Extensive knowledge of Active Directory and Office 365 account and group management.
• Familiarity with IT asset management tools, such as Snipe IT, and ticketing platforms, like SolarWinds Service Desk, in a structured SLA-driven environment.
• Knowledge of networking equipment, including switches, firewalls, and wireless devices, with the ability to troubleshoot basic connectivity issues.
• Experience with system management tools such as Intune and JAMF Pro for device configuration and maintenance is a plus.
• Experience with file sharing systems both on premises Window File Sharing/NAS or cloud solutions like OneDrive or SharePoint.
• Experience with printer management and configuration, familiarity with Microsoft Universal Print.
• Experience supporting multifactor authentication tools such as Microsoft Authenticator.
• Basic knowledge of security principles and remediation processes.
• Strong work ethic, desire to seek opportunity to assist versus needing to be told exactly what to do.
• Bachelor's degree or equivalent experience in technical environment preferred.
• Experience providing excellent service to internal and external customers.
• Experience writing instructional, process, or system documentation is preferred.
• Ability to thrive in a dynamic, fast-paced, multi-team environment serving a global enterprise.
• Strong customer service skills with a proactive and problem-solving attitude; excellent written and verbal communication skills are required.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment; commitment to delivering a seamless technology experience for end users.

Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles, and San Francisco. As a W-2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, and referral bonus.