Junior Helpdesk Technician

About the Role

This position is located in the Santa Ana, California office and reports to the Senior Manager, IT. The Junior Helpdesk Technician will support the internal IT team with day-to-day technical support needs while championing Optima’s culture and Core Values to deliver the best customer experience.

To ensure success in this role, you must be present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Additional onsite training may be required depending on business need.

Responsibilities

• 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 client Personal Identifiable Information (PII).
• Other duties as assigned.

Requirements

• Associate's degree or two years' college coursework in a related field from an accredited institution.

Skills

• A positive mindset and "get-it-done" attitude.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Able to work in a fast-paced, high-energy environment.
• Excellent organizational, time-management, written, and communication skills.
• Meticulous attention to detail and high sense of accountability.
• Proficient and comfortable with office equipment (Computer skills – Microsoft Office, Outlook).
• Strong interpersonal, written, and verbal communication skills.
• Team player.