Junior Helpdesk Technician

POSITION SUMMARY

The Junior Helpdesk Technician for Optima Tax Relief, LLC ("Optima") is located in the Santa Ana, California office and reports to the Senior Manager, IT. This role will support our internal IT team with day-to-day technical support needs. This role must also champion Optima's culture and Core Values and help to deliver the best customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Serve as first point of contact for employee IT support requests via phone, email, in person, or ticketing system.
• Troubleshoot hardware, software, and connectivity issues for desktops, laptops, and peripherals.
• Set up and configure new employee workstations, including OS, software, and peripherals.
• Assist with user account provisioning, password resets, and access/permissions requests.
• Image, deploy, and maintain computer equipment for new hires.
• Log, track, and update tickets in the help desk system; escalate complex issues to senior IT staff.
• Maintain accurate inventory of IT hardware and software licenses.
• Assist with conference room/AV equipment setup and troubleshooting.
• Document common issues and solutions for the internal knowledge base.
• Support other IT projects as assigned (e.g., software rollouts, office moves, equipment refreshes).
• Follow company protocols to ensure the highest level of security to protect the client Personal Identifiable Information (PII).
• Other duties as assigned.

In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.