Role Overview
We are seeking a customer-focused Level 1 (L1) Technical Support Engineer with 2-3 years experience to join our IT services and cybersecurity team. This role is ideal for an early-career IT professional looking to build a strong technical foundation in a cloud-centric, security-conscious environment.
You will be the first point of contact for client technical issues, you will log, triage, troubleshoot, and resolve common IT problems while working within documented processes and controlled administrative tools under senior team oversight. More complex issues will be escalated to L2/L3 teams when required.
Key Responsibilities
- Serve as the first point of contact for end-user technical issues via phone, email, Freshservice, and Slack
- Log, prioritize, and resolve common IT support requests using documented procedures and knowledge base articles
- Provide clear, professional communication and status updates to end users
- Perform basic JumpCloud user account tasks (e.g., password resets, account unlocks)
- Support common Microsoft 365 and Google Workspace user issues
- Troubleshoot basic Windows and macOS endpoint issues, including software and peripheral problems
- Assist users with MFA setup and basic connectivity issues (Wi-Fi, VPN)
- Verify user identity and follow security procedures before performing account-related actions
- Document all work accurately in Freshservice and meet SLA expectations
- Escalate non-standard or unresolved issues to L2/L3 support with clear documentation
- Hands-on experience installing, racking, cabling, and supporting IT infrastructure equipment, including servers, network switches, routers, wireless access points, and related hardware.
Required Skills & Experience
- 2-3 years of experience in a Service Desk, Helpdesk, or IT Support role.
- Basic administration experience with Microsoft 365 and Google Workspace.
- Familiarity with Active Directory and/or JumpCloud fundamentals.
- Strong troubleshooting skills across Windows and macOS environments.
- Experience using ticketing systems (FreshService is a plus)
- Excellent communication skills (verbal and written)
- Customer-first attitude with a calm, professional approach
Nice to Have (Advantageous)
- Exposure to MFA tools such as Cisco Duo.
- Experience with Freshservice or other ITIL-aligned ticketing platforms.
Personal Attributes
- Willingness to learn and grow technically
- Reliable, organized, and able to manage multiple tickets
- Team player with a positive attitude
- Able to work under pressure and meet response-time targets
Pay: $70,000.00 - $77,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Work Location: Hybrid remote in Hollywood, CA 90038
