IT Help Desk Technician - Level 1

About Us:

Frontline, LLC - Managed IT Services has been a leading managed IT support provider in Los Angeles for over 10 years. We provide dozens of companies managed IT support and services, that include proactive IT solutions, technology consulting, reactive support, and projects.

Job Overview: IT Support Help Desk Technician - Level 1 - minimum 1 - 2 years as office IT support technician

We are looking for an experienced IT Help Desk Technician with both PC and good Mac skills to provide fast and useful technical assistance to our clients. The candidate must have a good balance of technical, people and problem solving skills. A typical day for the IT Helpdesk Technician will involve working with a wide variety of clients, both on site and remotely, to resolve issues with their Servers, PC's, peripherals, and networks.

Responsibilities:

• Provide exceptional technical IT support over the phone, remotely and on site to clients.
• Take ownership of a call, seeing it through to closure, and escalating when necessary to next level of IT support personnel.
• Provide hardware and software support for end users by diagnosing, resolving, and/or escalating problems
• Respond to all user requests promptly and follow-up as necessary to ensure satisfactory resolution of IT support requests
• Participate in rotating on-call schedules so that clients can depend on us 24/7 to meet their business needs
• Ensure all call details and resolutions are entered into ticketing system according to procedure.

Who You Are:

• Must possess strong IT troubleshooting skills
• Outstanding customer service skills
• Ability to discuss technical information with non-technical individuals
• Ability to handle urgent IT support needs in a calm, respectful, and efficient manner
• Ability to work in a dynamic, high-pressure environment with numerous tasks handled simultaneously.
• Excellent work ethic and commitment to job responsibilities.
• Ability to work effectively individually or as a team contributor
• Displays a high-level of enthusiasm for work, professional conduct, ethics, works well in a team environment and presents themselves professionally

• Minimum 1 - 2 years experience as an IT help desk technician supporting Windows and Mac operating systems.
• Los Angeles residents only
• Prior experience where you had to configure, deploy, troubleshoot and resolve issues related to software, hardware, peripheral devices, servers, networks and other applications specific to the end users.
• Proficiency in English and Excellent written and verbal communication skills
• Requires regular travel for on-site work for various clients, and at times requires off-hours or weekend work.
• Valid Driver’s License and insured Motor Vehicle available for client calls.
• Frequently required to sit and stand for extended periods of time and use hands to operate computer keyboard, mouse, telephone and basic office equipment. Normal Office, light work (lift up to 50 lbs).

• Medical, Dental & Vision
• Flexible Savings Account
• Retirement Plan - 401k with matching
• Paid Time Off (Vacation and Sick days)
• All major and bank holidays observed
• Stocked kitchen with snacks, drinks and endless coffee!
• Training & Career Development benefits