Position Overview:
Aurora World is seeking a skilled and proactive IT Support Analyst with 2–5 years of experience to provide essential technical support while contributing analytical insights and ideas to improve our IT systems and processes. This role blends hands-on helpdesk support with problem-solving and collaboration, requiring someone who can troubleshoot issues efficiently, identify root causes and patterns, and serve as a key partner for the IT lead in a fast-paced environment driven by steady company growth.
Key Responsibilities:
- Provide helpdesk support for hardware, software, network, and application issues via phone, email, and in-person.
- Diagnose and resolve end-user technical problems involving hardware, software, and connectivity.
- Manage and document support tickets, ensuring timely resolution and follow-up.
- Perform root cause analysis on recurring issues and recommend process improvements or preventive measures.
- Assist with IT projects such as software deployments, hardware upgrades, user onboarding, and system documentation.
- Monitor IT systems for trends and potential issues; provide actionable insights and reports.
- Collaborate with the IT lead on evaluating tools, optimizing workflows, and implementing new technologies.
- Create and maintain knowledge base articles and deliver basic user training on IT best practices.
- Ensure compliance with security policies and assist with basic cybersecurity awareness.
Qualifications:
- 2–5 years of hands-on experience in IT support, help desk, or desktop support.
- Degree in a related field is a plus.
- Strong troubleshooting skills across hardware, software, networking, and Google Workspace/Microsoft environments.
- Analytical mindset with the ability to identify patterns and suggest improvements.
- Excellent customer service and communication skills, both written and verbal.
- Highly organized with the ability to manage multiple priorities effectively.
Preferred Skills & Experience:
- CompTIA A+, Network+, or equivalent.
- Experience with Active Directory, Google Workspace, Microsoft Windows Server, SQL Server, and basic scripting.
- Familiarity with IT asset management and inventory processes.
- Experience with Cisco and Ubiquiti network devices is a plus.
- Basic knowledge of cloud services such as Google Drive, Backblaze, etc.
Key Traits for Success:
- Problem-solver with strong analytical and diagnostic skills.
- Patient and end-user focused with a collaborative and innovative outlook.
- Proactive, detail-oriented, and eager to contribute ideas.
- Adaptable and quick-thinking in a dynamic environment.
- Growth mindset with an interest in expanding technical knowledge.
Pay: $28.00 - $34.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Experience:
- Technical support: 2 years (Required)
Ability to Commute:
- Pico Rivera, CA 90660 (Required)
Work Location: In person
