IT Help Desk Support Specialist Level 1

IT Help Desk Support Specialist Level 1

We are seeking a motivated IT Support Specialist (Level 1) to join our growing technology team. In this role, you'll be the first point of contact for employees who need technical support—troubleshooting hardware, software, and network issues with patience and precision. You'll play a key part in creating a smooth and responsive IT experience by resolving end-user issues, escalating more complex problems to senior engineers or subject matter experts, and ensuring timely follow-up and clear documentation. This is an excellent opportunity for someone eager to grow their skills in IT support while making a meaningful impact in a mission-driven healthcare startup. You'll gain exposure to a broad range of tools, systems, and teams while helping keep our day-to-day operations running smoothly. If you're looking to build your IT career in a fast-paced, purpose-driven environment—we'd love to meet you.

What Does Success Look Like In This Role?

Be the frontline for tech support: Act as the first point of contact for employees experiencing IT issues involving hardware, software, or network connectivity.

Provide accessible, multi-channel support: Assist users in-person, via email, chat, or remote tools—delivering helpful, responsive service wherever support is needed.

Diagnose and resolve common technical issues: Troubleshoot problems related to Windows OS, Microsoft 365, Teams, and other business-critical applications.

Log and track every ticket with care: Document all support interactions clearly in the ticketing system, including issue details, actions taken, and resolution steps.

Escalate issues with clarity: Identify problems that require higher-level support and escalate them to senior engineers with detailed, accurate documentation.

Support user access and onboarding: Set up and manage user accounts, email access, and system permissions during onboarding and offboarding processes.

Configure and deploy hardware: Assist with the setup and installation of desktops, laptops, and mobile devices, ensuring smooth tech experiences for new and existing users.

Triage requests effectively: Prioritize incoming support tickets based on urgency and impact, keeping workflows organized and users supported.

Collaborate across IT teams: Partner with network, security, and application teams to resolve issues that go beyond first-level support.

Follow up for satisfaction: Ensure each issue is fully resolved by checking in with users and closing the loop with clear communication.

Perform preventive maintenance: Conduct routine tasks such as system updates, patches, and basic configuration checks to minimize future disruptions.

Document knowledge for team success: Maintain up-to-date records of common issues and solutions to support consistency, speed, and continuous learning across the team.

Other duties as needed: Support the IT team with additional responsibilities as assigned to ensure operational excellence and team success.

What Does An Ideal Candidate Look Like?

Hands-on IT support experience: 1–2 years in a help desk or technical support role, providing real-world solutions to end-users.

Microsoft tech know-how: Familiarity with Windows OS, Office 365, Teams, and SharePoint, with the confidence to troubleshoot and guide users through these tools.

Admin basics under your belt: A working understanding of Microsoft 365 Admin Center, Intune Admin Center, user/group permissions, and identity access management.

Hardware troubleshooting skills: Experience fixing issues with Windows and Mac OS laptops, desktops, network printers, peripherals, and mobile devices like iPhones and iPads.

Customer-first mindset: Strong communication and problem-solving skills with the ability to explain technical concepts clearly and patiently to non-technical users.

Task-juggling ability: Comfort prioritizing multiple requests and staying focused in a fast-paced, constantly evolving environment.

Familiarity with ticketing systems: Exposure to platforms like Freshservice, ServiceNow, or similar is a strong plus.

Extra credit for healthcare or regulated environments: Prior experience in a healthcare or compliance-focused workplace is a bonus.

The Fine Print:

Schedule & Structure: This is a full-time, hourly role with a steady Monday–Friday schedule from 8:00 a.m. to 5:00 p.m—no nights or weekends required.

Where You'll Work: This is an onsite role based in Los Angeles. You may occasionally travel between our two local sites—and when you do, we've got you covered with mileage reimbursement.

Who You'll Report To: You'll be supported by and report directly to our IT Manager, working alongside a collaborative, solutions-focused team.

Compensation: We offer competitive pay based on your experience and the value you bring to the role.