This role requires candidates who are currently authorized to work in the U.S. without sponsorship, and C2C arrangements are not accepted. This role is onsite in Los Angeles, CA.

Position Overview

The IT Support Analyst II is an intermediate-level support role responsible for providing hands-on technical assistance to end users. This position will support help desk operations, conference room technology, software troubleshooting, mobile device setup, and day-to-day IT service requests.

The ideal candidate is personable, detail-oriented, collaborative, flexible, and able to manage multiple priorities in a fast-paced environment.

Key Responsibilities

• Intake calls, walk-ins, and service requests, and create tickets in ServiceNow.
• Provide daily in-person IT support to employees and end users.
• Assist with management and support of loaner equipment.
• Set up and support conference rooms and committee rooms for hybrid meetings.
• Troubleshoot and support AV/VC equipment, including Zoom meeting setups.
• Install, troubleshoot, and support software applications.
• Assist users with personal mobile device setup and troubleshooting.
• Support hardware, software, laptop, projector, camera, and mobile device issues.
• Use ACD systems to support incoming IT service requests.
• Prioritize assignments, track issues, and provide clear updates to users and team members.
• Work collaboratively with coworkers and internal customers to resolve technical issues.

Required Technical Knowledge

• ServiceNow
• Zoom
• Microsoft Teams
• Microsoft Office Suite, including Word and Outlook
• Windows 11
• Active Directory
• SCCM
• Tanium
• Adobe
• Mobile device support
• AV/VC conference room technology
• Hardware and software troubleshooting
• Help desk ticketing systems
• Office productivity tools
• Software licensing compliance
• Laptop, projector, camera, and mobile device support

Preferred Application Experience

• Granicus
• CheqRoom
• Workspace ONE / WS1
• ACD systems
• Conference room scheduling and support tools

Required Qualifications

• Bachelor’s degree from an accredited college or university in a related field.
• Minimum of 2 years of relevant IT support experience.
• Experience supporting help desk, desktop, hardware, software, and mobile device issues.
• Experience setting up and supporting conference room AV/VC equipment.
• Experience creating, managing, and resolving tickets in a help desk system.
• Strong knowledge of current office technology, computer systems, and IT support practices.
• Ability to troubleshoot hardware, software, networking, and operating system issues.

Required Skills and Abilities

• Strong verbal and written communication skills.
• Ability to communicate clearly and professionally with end users.
• Strong problem-solving and critical thinking skills.
• Ability to prioritize work assignments and manage multiple tasks.
• Detail-oriented and highly organized.
• Able to work independently and in a team environment.
• Able to use sound judgment and discretion.
• Comfortable working under pressure.
• Flexible, collaborative, and customer-service focused.
• Ability to establish and maintain effective working relationships.
• Ability to lead, assist, or train others when needed.