IT Support Technician

Join our team as an IT Support Technician, where you will be the first point of contact for all IT-related issues. You will provide timely and effective technical assistance to our employees, troubleshoot hardware, software, and network problems, and ensure our technology and infrastructure runs smoothly. You will support a 1000-person remote-first workforce and be responsible for installing, configuring, and maintaining end-user laptops and software applications. Additionally, you will lead remote new hiring onboarding IT sessions and maintain our inventory management system.

Serve as the first point of contact for all IT technical support requests, providing timely and effective assistance to employees.

Responsibilities

• Troubleshoot hardware, software, and network problems, ensuring smooth and efficient operation of technology and infrastructure.
• Familiarity administering SaaS services (e.g., Google Workspace, Slack) - access resets, permissions, groups management
• Adaptable to new technologies and process methods

Requirements

• Install, configure, and maintain end-user laptops and software applications, and lead remote new hiring onboarding IT sessions.
• Comfortable operating in a fast paced and evolving environment
• Working knowledge of Windows and macOS
• Willing and able to commute onsite to our Santa Monica office 5 days a week
• Demonstrated verbal and written communication skills

Effective time management skills

• At least one year of helpdesk, technical support, or customer support experience
• Expertise at troubleshooting wifi networking, software, and hardware for end users
• Related coursework or one additional year of experience
• Purchasing procurement workflow experience and execution
• Working knowledge of basic security principles (identity verification, passphrase complexity, safe handling and disposal of sensitive data, 2-factor authentication)

50+ wpm typing

• Strong customer service experience to technical and non-technical customers
• Strong command of power user features for at least one application– keyboard shortcuts, context switching, etc