IT Helpdesk Support Analyst

ABOUT THE ROLE

Salary: $28-$30ph

Location: Office Based, El Segundo

ZOO Digital are currently seeking an IT Helpdesk Support Analyst to join their team based in El Segundo, CA. The IT team provides around the clock technical support to a wide range of ZOO Digital departments, covering the implementation, configuration, and maintenance of essential business systems and equipment. You’ll work within a supportive and progressive team with plenty of opportunities for professional and personal development - ZOO Digital’s technology is constantly evolving!

As an IT Helpdesk Support Analyst, you will perform activities associated with installing, diagnosing, maintaining, and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, and standard software. Your assignments will range in complexity from troubleshooting and repair to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW with minimal network products. You will also apply personal knowledge to resolve product support issues and will escalate accordingly.

Duties and responsibilities include:

· Providing desktop support to all staff.

· Assisting in the creation of various network accounts.

· Responding to emails from employees and customers seeking help with software- or computer-related issues

· Maintaining proper documentation in the Helpdesk ticket system meeting SLA timelines.

· Learning the functions and back end of our software programs so you can walk users through the steps to achieve specific goals.

· Aiding the development team in conceptualizing updates and upgrades that will enhance users' experience

· Walking customers through the steps by troubleshooting over the phone.

· Always maintaining a high level of courteous customer service.

· Maintaining a high degree of professionalism in actions, demeanor, and dress code.

· Implementing NTFS security

· Assignment/troubleshooting of laptops via internal systems. (Ninja, Jamf)

· Performing small Linux commands for certain processes.

· Installing and maintaining Windows, and Mac workstations/laptops and associated software and peripherals.

· Providing follow-up on problems or escalation

This is an on-site position working from our office in El Segundo, CA.