IT Help Desk Technician - Level 1

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.