Help Desk Specialist

On a regular basis you will:

• Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution through the Foqal ticketing system
• Troubleshoot methodically — reproducing issues, consulting Guru documentation and prior tickets, and applying structured first-line diagnostics before escalating
• Resolve software support requests including application troubleshooting, access issues, and basic configuration, plus provide Zoom Phone setup, configuration, and support
• Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context, following established escalation workflows
• Manage end-to-end computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment status
• Stage and deploy standard new-hire software licenses per the New Hire Deployment Worksheet and Technical Deployment Matrix, escalating non-standard provisioning to Tier 2
• Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new hire job titles and required applications
• Coordinate hardware repair, e-cycling, and responsible disposal of end-of-life equipment, and process purchase requests and inventory tracking via the ticketing system
• Create, update, and maintain IT knowledge base content, SOPs, and support workflows to reduce repeat tickets
• Participate in team meetings and retrospectives, and provide peer coverage across the Helpdesk Specialist team to maintain operational resilience
• Maintain a valid driver’s license and reliable transportation to transport company hardware to shipping, retail, and repair facilities, as needed.
• This is a hybrid role based out of our Downtown Los Angeles office, with three days on-site and two days remote each week, with the flexibility to come into the office to accommodate business needs.
• In this role, you’ll need to be located in the Greater Los Angeles area and cover Monday through Friday, 8:30 am to 5 pm PT, with occasional overtime and rotational holiday coverage.

You're gonna crush it if:

• You have roughly 1+ years of help desk, IT support, or comparable customer-facing technical experience (or an equivalent mix of coursework, certification, and hands-on practice) — this is an entry-level role, so advanced systems administration, security investigation, or scripting experience is not required
• You're proficient in troubleshooting macOS and Windows environments and comfortable with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics
• You have familiarity with Google Workspace, Microsoft 365, and Zoom (including Zoom Phone) administration and troubleshooting
• You have strong written communication skills suited to an async-first, fully remote environment, and can explain technical concepts to non-technical staff in plain, reassuring language