Job Description
IT SUPPORT SPECIALIST
Location; Culver City, CA
JOB DESCRIPTION
The IT Support Specialist provides front-line technical support for approximately 100 employees at the company's headquarters, supporting both Windows and macOS environments. This role is responsible for troubleshooting hardware, software, network, and end-user issues; provisioning and maintaining user accounts, devices, and applications; and delivering exceptional customer service to ensure a reliable and secure technology experience. The ideal candidate is technically proficient, customer-focused, and proactive in identifying opportunities to improve IT operations, streamline support processes, and enhance the overall employee experience.
KEY RESPONSIBILITIES
End-User Support
Employee Lifecycle Management
Asset Management
Help Desk Operations
Security and Compliance
QUALIFICATIONS
Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles, and San Francisco. As a W-2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, and referral bonus.
Location; Culver City, CA
JOB DESCRIPTION
The IT Support Specialist provides front-line technical support for approximately 100 employees at the company's headquarters, supporting both Windows and macOS environments. This role is responsible for troubleshooting hardware, software, network, and end-user issues; provisioning and maintaining user accounts, devices, and applications; and delivering exceptional customer service to ensure a reliable and secure technology experience. The ideal candidate is technically proficient, customer-focused, and proactive in identifying opportunities to improve IT operations, streamline support processes, and enhance the overall employee experience.
KEY RESPONSIBILITIES
End-User Support
- Provide hands-on and remote technical support for Windows, MacOS, and iOS systems.
- Troubleshoot and resolve issues related to:
- Applications: Microsoft 365 (Teams, Outlook, Office apps, OneDrive/SharePoint), Zoom, and Adobe Creative Cloud Suite, Ivanti VPN, Atlassian (Jira/Confluence, Asana, Tableau.
- Conference Room and A/V Support: Experience configuring, supporting, and troubleshooting conference room technology, A/V equipment, and video conferencing platforms, including Microsoft Teams, Zoom, and Zoom Rooms.
- Networking: Diagnose and resolve basic network connectivity issues, including VPN and Wi-Fi.
- Follow established endpoint management best practices, utilizing tools such as Microsoft Intune and JAMF to deploy, configure, secure, and maintain company-managed devices.
- Coordinate with hardware and software vendors to resolve advanced issues and facilitate repairs.
- Provide A/V support for company meetings and events.
Employee Lifecycle Management
- Provision and decommission accounts in Active Directory/ManageEngine AD Manager and Office 365, ensuring proper access group assignments.
- Deploy and configure equipment such as laptops, phones, and collaboration tools for new hires.
- Coordinate Day 1 IT onboarding, including workstation setup, software installation, VPN configuration, and end-user assistance.
- Recover and reconfigure hardware and software for offboarded employees.
- Manage the distribution and recovery of company-issued IT equipment, including shipping materials and return logistics.
Asset Management
- Maintain accurate records of all IT assets using the Snipe IT Asset Management Tool.
- Ensure IT assets are tracked, assigned, and accounted for appropriately, across JAMF, InTune and Snipe IT.
- Coordinate hardware lifecycle management, including asset tracking, EOL planning, and technology refreshes.
Help Desk Operations
- Utilize SolarWinds Service Desk to manage, resolve incidents and respond to service requests.
- Log, update, and close tickets in adherence to ITSM policies.
- Escalate or reassign tickets when necessary.
- Develop and maintain SOPs, help desk documentation, and knowledge base articles to improve support processes and enhance the customer experience.
- Support IT help desk projects, including planning, coordination, execution, and delivery of assigned initiatives.
Security and Compliance
- Provide support to identify and remediate security issues in equipment, software, and services.
- Assist with endpoint security, email security, user security requests, troubleshooting, and compliance with IT security policies.
- Follow company guidelines to ensure compliance with IT security standards.
QUALIFICATIONS
- 3-5 years of strong expertise in troubleshooting Windows and MacOS systems within an enterprise environment in a desktop support role or similar IT support position.
- Extensive knowledge of Active Directory and Office 365 account and group management.
- Familiarity with IT asset management tools, such as Snipe IT, and ticketing platforms, like SolarWinds Service Desk, in a structured SLA-driven environment.
- Knowledge of networking equipment, including switches, firewalls, and wireless devices, with the ability to troubleshoot basic connectivity issues.
- Experience with system management tools such as Intune and JAMF Pro for device configuration and maintenance is a plus.
- Experience with file sharing systems – both on premises Window File Sharing/NAS or cloud solutions like OneDrive or SharePoint.
- Experience with printer management and configuration, familiarity with Microsoft Universal Print.
- Experience supporting multifactor authentication tools such as Microsoft Authenticator.
- Basic knowledge of security principles and remediation processes.
- Strong work ethic, desire to seek opportunity to assist versus needing to be told exactly what to do.
- Bachelor's degree or equivalent experience in technical environment preferred.
- Experience providing excellent service to internal and external customers.
- Experience writing instructional, process, or system documentation is preferred.
- Ability to thrive in a dynamic, fast-paced, multi-team environment serving a global enterprise.
- Strong customer service skills with a proactive and problem-solving attitude; excellent written and verbal communication skills are required.
- Ability to manage multiple tasks and prioritize effectively in a dynamic environment; commitment to delivering a seamless technology experience for end users.
Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles, and San Francisco. As a W-2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, and referral bonus.
Numbers & Facts
| Location | Culver City, CA |
| Industry | Staffing/Employment Agencies |
| Company Size | 20 to 49 employees |
| Year Founded | 2008 |
| Website | http://www.platinumresourcegroup.com |
About Company
Platinum Resource Group is a professional level consulting firm, providing resources to Fortune 1000 client companies in the areas of technology, human resources, accounting, finance, business systems and supply chain, on a contract and interim basis. PRG has operations in Orange County, San Diego, Los Angeles and San Francisco. As a W-2 employer we offer our consultants direct deposit bi-weekly payroll, health, dental, vision benefits, paid holidays, and referral bonuses.
Skills
- Accountingunmatched
- Asset Managementunmatched
- Asset Management Softwareunmatched
- Audioconferencingunmatched
- Audiovisualunmatched
- Authenticationunmatched
- Best Practicesunmatched
- Business Solutionsunmatched
- Cloud Computingunmatched
- Communication Skillsunmatched
- Computer Securityunmatched
- Consultingunmatched
- Customer Experienceunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- Desktop Administrationunmatched
- Desktop Environmentsunmatched
- Distribution Managementunmatched
- Documentationunmatched
- Email Securityunmatched
- Endpoint Securityunmatched
- Establish Prioritiesunmatched
- File Systemsunmatched
- Financial Systemsunmatched
- Firewallsunmatched
- Fortune 1000 Customersunmatched
- Hardware Installationunmatched
- Help Deskunmatched
- Human Resourcesunmatched
- IT Service Management (ITSM)unmatched
- Identify Issuesunmatched
- Incident Responseunmatched
- Knowledge Baseunmatched
- Laptop PCunmatched
- Logisticsunmatched
- Mac Operating Systemunmatched
- Maintain Complianceunmatched
- Maintenance Servicesunmatched
- Microsoft Active Directoryunmatched
- Microsoft Product Familyunmatched
- Microsoft SharePointunmatched
- Microsoft Windows Operating Systemunmatched
- Microsoft Windows System Administrationunmatched
- Multitaskingunmatched
- Network Administration/Managementunmatched
- Network Supportunmatched
- Network System Hardwareunmatched
- Onboardingunmatched
- Operational Improvementunmatched
- Operational Supportunmatched
- People Managementunmatched
- Presentation/Verbal Skillsunmatched
- Printersunmatched
- Problem Solving Skillsunmatched
- Process Developmentunmatched
- Process Improvementunmatched
- Record Keepingunmatched
- Security Complianceunmatched
- Security Equipmentunmatched
- Service Level Agreement (SLA)unmatched
- Software Administrationunmatched
- Software Installationunmatched
- Standard Operating Procedures (SOP)unmatched
- Supply Chainunmatched
- Systems Administration/Managementunmatched
- Team Lead/Managerunmatched
- Technical Deliveryunmatched
- Technical Supportunmatched
- User Account Administrationunmatched
- VPN (Virtual Private Network)unmatched
- Videoconferencingunmatched
- Wi-Fiunmatched
- Wireless Communicationsunmatched
- Writing Skillsunmatched
- iOSunmatched
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