Senior Help Desk Technician

About the role

This is an on-site position based in Culver City, CA. The pay range for this position is between $27.37-$30.33 hourly. Ask us about loan repayment programs you may qualify for by working at Didi Hirsch.

Primary Duties

• Provide advanced troubleshooting for problem tickets escalated from level one support.
• Imaging desktops and laptops.
• Documents trouble calls in the Help Desk ticketing system.
• Conducts Active Directory administration tasks.
• Provides iPad, laptop, and remote user support.
• Works with administrators on special projects and task assignments.
• Travels between remote sites for support.
• Maintains SharePoint support.
• Maintains a high level of satisfaction and professionalism.
• Attends and participates in routinely scheduled program, division, and Agency staff meetings.

Position Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 6 years’ experience in a helpdesk or technical support role, with at least 2 years in a senior or lead position.
• In-depth knowledge of Microsoft Office 365 suite, including troubleshooting and administration.
• Strong experience in deploying and managing software applications in a corporate environment.
• Demonstrated ability to lead and resolve complex desktop escalations.
• Excellent skills in supporting remote users, including familiarity with remote desktop tools and VPNs.
• Exceptional communication and interpersonal skills, with an emphasis on customer service.
• Able to work independently and as part of a team, with a proactive and solution-focused approach.
• Relevant certifications (e.g., Microsoft Certified, CompTIA A+) are a plus.
• A proficiency in standard computer operations and common applications.
• Working knowledge of current computer technology (e.g., implementing LAN/MAN/WAN, distributed computing and security).
• Strong organizational and problem-solving skills.
• Strong interpersonal/oral and written communications skills.
• Able to be responsive to helping others with problems – minor and major.
• A commitment to team objectives and Didi Hirsch philosophies.
• Able to adapt to changing needs by acquiring new skills and knowledge.

Qualifications

• Current California driver’s license and a driving record acceptable to the Agency’s insurance carrier.