Help Desk Technician

* This is a hybrid role requiring 4 days in office from Monday-Thursday with Friday being work from home day.

We are seeking a customer centric help desk support technician to join our LA based team to provide day to day IT support for our teams both in LA and other offices.

• Hybrid role that is in-office Monday-Thursday and will be able to work from home on Fridays
• Field incoming help requests from internal employees (both in-person and remotely) and provide prompt resolution
• Provide high-touch, white-glove IT support for C-suite executives and senior leadership, both onsite and remotely
• Act as a primary point of contact for executive technology issues, ensuring rapid response times and minimal disruption
• Maintain discretion and professionalism when handling confidential information and executive-level requests
• Support global IT projects and initiatives
• Regular communication with the extended team in US, UK, and India
• Perform hands-on work at the desktop level, including installing and upgrading software and/or hardware, backups, and configuring systems and applications both in office and remotely
• Coordinate onboarding/off-boarding, user moves, adds, and changes with the appropriate department managers
• Manage inventory of all technology assets
• Maintain Google Workspace user accounts
• Document Standard Operational Procedures
• Installation, administration and troubleshooting MacOS computer systems, and small amount of Windows devices
• Administer, configure, and support Zoom and Zoom Meeting Rooms across offices and conference spaces
• Provide real-time support for Zoom meetings, including executive and all-hands meetings, ensuring audio/video reliability
• Troubleshoot Zoom-related issues such as connectivity, hardware (cameras, microphones, controllers), and room scheduling conflicts
• Coordinate setup, testing, and maintenance of Zoom Room hardware and software
• Partner with stakeholders to improve meeting room technology standards and user experience

• 2+ years of experience in an internal IT help desk, desktop support, or technical support role
• Must live within 10miles of the office
• Demonstrated experience providing high-touch, white-glove IT support to C-suite executives and senior leadership
• Strong working knowledge of macOS, including installation, configuration, troubleshooting, and user support
• Working knowledge of Windows OS and common PC hardware (limited environment)
• Hands-on experience supporting Zoom and Zoom Rooms, including room hardware, audio/video troubleshooting, and live meeting support
• Experience using ticketing systems to track, prioritize, and resolve support requests
• Familiarity with Google Workspace administration, including user account management
• Experience with end-user hardware support (laptops, peripherals, printers, scanners)
• Ability to manage onboarding/offboarding processes, including device setup, access provisioning, and asset recovery
• Proven ability to handle confidential information with discretion and professionalism
• Strong communication skills with the ability to support users in person and remotely across multiple time zones
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment

• Experience supporting distributed or global teams
• Exposure to IT asset management and inventory tracking
• Experience documenting Standard Operating Procedures (SOPs) or internal IT knowledge bases
• Familiarity with conference room technology standards and AV best practices
• Prior experience working closely with IT leadership or global IT operations teams

• Executive presence and professionalism
• Strong troubleshooting and root-cause analysis skills
• Customer-service mindset with a focus on responsiveness and reliability
  
  Ability to work independently while collaborating with a global IT team
• Flexibility to support urgent or time-sensitive executive needs when required