It Help Desk Technician

We are seeking a skilled IT Help Desk Technician to join our team. The ideal candidate will be responsible for providing technical support to end-users, ensuring smooth operation of hardware and software systems, keeping detailed issue and resolution logs, and delivering high levels of customer satisfaction. This role requires a proactive individual with excellent problem-solving skills and the ability to communicate effectively with users of varying technical expertise.

• Provide technical support to end users via phone, email, and in-person.


• Troubleshoot and resolve hardware, software, and network issues.


• Investigate and test various solutions to ensure issues are effectively resolved.


• Install, configure, and maintain computer systems and applications.


• Monitor and maintain IT infrastructure to ensure optimal performance.


• Keep detailed logs of user interactions, issues, and resolutions.


• Escalate complex issues to higher-level support when necessary.


• Assist in the setup and deployment of new hardware and software.


• Assist with the onboarding and offboarding process for team members on various platforms.


• Conduct regular system updates and backups.


• Educate users on best practices for IT security and system usage.


• Maintain high levels of customer satisfaction through professional and courteous interactions.


• Develop and update technical documentation to support team and end-user learning.


• Provide regular updates on progress during team meetings and as required.

Technical Skills

Extensive knowledge troubleshooting common Level 1 issues such as:

• internet connectivity


• printer issues


• slow computer performance


• peripheral device issues


• email problems


• software updates


• application errors


• file recovery


• hardware diagnostics, etc.

Competent knowledge troubleshooting common Level 2 issues such as:

• Review logs


• Root cause analysis


• Software installation and management for specialized tools and systems


• Advanced troubleshooting


• Network maintenance


• Knowledge of network security practices and anti-virus programs such as Sophos AV.


• Familiarity with firewalls, switches/APs, servers, routers, load balancers, NVRs, and other common hardware.


• Experience supporting Windows 10/11 and Apple devices (iOS and MacOS).


• Familiarity with Windows Server 2012/2016, particularly Active Directory (on-prem).


• Extensive experience with Office 365 administration.


• Familiarity with cloud services (G Suite, Azure AD), UEM and MDM platforms.


• Knowledge of networking concepts (TCP/IP, DNS, DHCP) and familiarity with troubleshooting DNS, DHCP, VPN, and other network/server-related services.


• Familiarity with remote desktop tools and help desk software.


• Basic understanding of cybersecurity principles and best practices.


• Ability to script and automate tasks using PowerShell or similar tools.


• Experience with hardware diagnostics and repair.


• Familiarity with troubleshooting multifunction and desktop printers, including installation, configuration, and maintenance.

• 3-4 years proven experience in an IT help desk or technical support role.


• Excellent communication and interpersonal skills.


• Ability to work independently and as part of a team, including with external parties such as vendors and managed service providers.


• Strong organizational skills and attention to detail.


• Keen analytical and problem-solving skills, with the ability to think creatively.


• Interest in developing procedures and identifying improvements to existing procedures.


• Customer-focused with a commitment to providing high-quality support.


• Ability to maintain a respectful and professional demeanor, even in challenging situations, and resolve issues with a calm and courteous approach.


• Primary work location is Pico Rivera, CA.


• Able to commute to Beverly Hills or West LA as needed.


• During peak business, this position may require overtime including weekends and evening hours.


• Ability to lift and move up to 25 pounds repeatedly, i.e. moving and installing desktop printers, monitors, network equipment, servers, etc.

Anastasia Beverly Hills offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. The starting hourly range for this position in the selected city is $33.00-$40.00 per hour. Compensation may vary depending on several factors, including a candidate’s qualifications, skills, competencies, and experience. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work. This role is bonus eligible.