Helpdesk / Support Technician

We are looking to expand our IT team with the addition of a Helpdesk / Systems Technician position. Under the general direction of the VP of Technology and supervision of the Infrastructure Engineer, the role will assist with the upkeep, deployment, configuration and reliable operation of our systems. We support the Illumination office in Santa Monica consisting of about 100 people who are mostly on Mac workstations. The role is ideal for someone who already has some basic experience in supporting IT systems and is eager to go a step further.

Responsibilities

• Provide first-level technical support to end users in a predominantly macOS environment (90% Mac, 10% Windows).
• Respond to support requests via a ticketing system, resolving issues related to hardware, software, network connectivity, and peripheral devices.
• Set up and configure new hire workstations, including Mac computers, user accounts, and required software and tools.
• Assist with user onboarding and offboarding processes, including provisioning/de-provisioning accounts, access permissions, and hardware collection.
• Perform basic Active Directory (AD) administration such as password resets, group membership changes, and account creations/deactivations.
• Support collaboration and productivity tools such as Zoom, Slack, Google Workspace, and Microsoft 365.
• Maintain inventory of IT assets, ensuring accurate records of hardware assignments and software licenses.
• Escalate unresolved technical issues to advanced support.
• Document support procedures and contribute to the internal knowledge base.
• Assist with audio/visual support for conference rooms equipped with Zoom Room.

Requirements

• 2+ years of experience in an IT support or help desk capacity, preferably in a creative or production environment.
• Comfortable supporting a 90% macOS environment, with working knowledge of Apple hardware, system preferences, and common Mac troubleshooting workflows.
• Familiar with desktop and mobile-based operating systems, including macOS, Windows, iOS, and Android.
• Proficient with Microsoft Office 365 suite and Google Workspace (Gmail, Drive, Docs).
• Strong troubleshooting skills, including the ability to walk users through solutions remotely over the phone, Zoom, or screen sharing tools.
• Basic understanding of networking topologies and protocols (DHCP, DNS, TCP/IP).