Helpdesk Technician I

About the role

We are seeking a Help Desk Technician I to join our IT team in a hybrid role based in Burbank (2 days per week in office).

Responsibilities

• Serve as first point of contact for IT support (ticketing system, email, phone)
• Communicate clearly with users and explain solutions in simple, easy-to-understand terms
• Troubleshoot hardware and software issues (Windows, mobile devices, printers, peripherals)
• Configure and deploy laptops and mobile devices for employees
• Maintain and track IT equipment inventory; ship equipment as needed
• Support Microsoft 365, Adobe, Zoom, VPN, and firm applications
• Manage and prioritize tickets with timely follow-up and resolution
• Escalate complex issues as needed
• Maintain accurate documentation of support requests and resolutions
• Deliver a high level of customer service with professionalism, empathy, and responsiveness
• Perform other related duties and projects as assigned

Requirements

• High school diploma or GED
• 1+ year of IT help desk or technical support experience

Preferred

• Experience in a professional services environment (CPA firm, law firm, or similar)
• 3+ years of IT support experience
• Familiarity with Microsoft 365, Active Directory, and ticketing systems
• Experience with Thomson Reuters applications

Skills/Abilities

• Strong communication and interpersonal skills
• Customer-first mindset with empathy and patience
• Ability to troubleshoot and resolve common hardware and software issues
• Strong multitasking skills and ability to work in a fast-paced environment
• High attention to detail and ability to follow IT policies and procedures
• Ability to manage multiple priorities while maintaining a professional demeanor
• Team-oriented with a collaborative mindset

Benefits

• LIFE: Competitive Salary, Generous Paid Time Off, Comprehensive Healthcare, Flexible Spending Accounts & Health Savings Accounts, Employee Assistance Program, Family, Hybrid & Remote Flexibility, Insurance Benefits, Sabbatical and Personal Leave Options, Retirement Plans, Leadership Development and Mentorship