Tier 1 / 2 IT Support

FULL-TIME JOB OPENING for GLOBAL ENTERTAINMENT MEDIA COMPANY

Salary range is $60k - $69,992.00

Onsite 5 days / week in Downtown LA

MUST HAVE a track record of stable, long-term employment.

Experience with conference room AV is manadatory - - equipment. Troubleshooting, setup, vendor relations.

This role will provide first-line technical support to customers via phone and email. This role involves diagnosing and resolving basic technical issues, assisting with account management, and ensuring a positive customer experience. The primary focus is on closing issues on first contact and escalating more complex problems to tier 2 support.

Key Responsibilities

• Respond to customer inquiries and provide technical assistance for common issues related to hardware, software, and network connectivity.
• Assist customers with account setup, password resets, and general troubleshooting.
• Document and track customer interactions and solutions in the help desk system.
• Escalate complex issues to tier 2 technicians or other departments as needed.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Process paperwork for new hire onboarding and offboarding, including user account management using MS Active Directory, Office 365, and Exchange Online.
• Provide support through assessing and assigning Help Desk requests via telephone email, and chat, ensuring that all trouble tickets are handled in a controlled manner while interfacing with the user community.

Qualifications