المسمى الوظيفي

About Frontline, LLC

Frontline, LLC is a well-established managed IT service provider based in Los Angeles, serving clients for over a decade. We offer comprehensive IT management solutions including proactive maintenance, technology consulting, reactive support, and project handling for multiple businesses.

Job Overview

We are seeking a knowledgeable Level 1 IT Help Desk Technician experienced in supporting both PC and Mac platforms with at least 1 to 2 years of relevant experience. The role involves delivering prompt and efficient technical support across diverse client environments, both onsite and remotely. Candidates must demonstrate strong technical, interpersonal, and problem-solving skills.

Primary Responsibilities

Deliver exceptional IT technical support via phone, remote access, and onsite visits to clients.
Take full responsibility for support tickets until resolved or appropriately escalated to higher-level IT personnel.
Diagnose and troubleshoot hardware, software, peripherals, servers, and network issues, providing solutions or escalating as required.
Respond quickly to user support requests and ensure follow-up to guarantee effective resolution.
Participate in rotational on-call schedules to maintain 24/7 client support availability.
Record detailed call information and resolution steps accurately in the ticketing system according to company standards.

Candidate Profile

Strong expertise in IT troubleshooting techniques.
Excellent customer service aptitude and communication skills.
Able to explain technical concepts clearly to non-technical users.
Capable of managing urgent IT support situations calmly and efficiently.
Efficient in handling multiple tasks within a fast-paced environment.
Strong work ethic with dedication to fulfilling responsibilities.
Flexible to operate independently or collaboratively within a team.
Professional demeanor, enthusiasm for the role, and adherence to ethical standards.

Requirements

1 to 2 years minimum experience as an IT help desk technician supporting Windows and Mac systems.
Must be a resident of Los Angeles.
Experience configuring, deploying, troubleshooting, and resolving issues related to software, hardware, peripherals, servers, networks, and end-user applications.
Proficiency in English with strong verbal and written communication skills.
Willingness to travel regularly to client sites, including off-hours and weekends when necessary.
Possession of a valid driver's license and access to an insured vehicle for client visits.
Ability to perform physical tasks such as sitting or standing for extended periods and operating computer and office equipment; ability to lift up to 50 lbs.

Employee Benefits

Comprehensive Medical, Dental, and Vision insurance.
Flexible Spending Accounts.
401(k) retirement plan with company matching contributions.
Paid vacation and sick leave.
Observation of all major and bank holidays.
Office stocked with snacks, beverages, and unlimited coffee.
Opportunities for training and career development.

IT Help Desk Technician - Level 1