IT Technical Support II

JOA is seeking a proactive and detail-oriented IT Technical Support II to join our dynamic technology team in Los Angeles, CA., * Answer incoming customer emails to the Help Desk.

• Follow established procedures to diagnose and troubleshoot system issues.
• Analyze, determine, and document reported production outages/incidents.
• Determine severity, impact, and nature of incidents and escalate if needed.
• Communicate clearly with other team members.
• Submit tickets for new service or applications requests in Freshdesk and IT Service-Now and other related tracking applications.
• Complete onboarding and offboarding functions for staff being mobilized or demobilized.
• Perform hardware and software installations.
• Oversee deployments and relocations of staff at various locations throughout the client site.
• Provide IT support at Division-wide sponsored events.
• Provide on-the-job training to new department staff members.
• Provide computer orientation to new staff., * May assume other duties as needed.
• May be required to work various shifts as needed.
• Candidate will need the ability to be mobile in order to visit different client sites to provide technical support.

Join us as an IT Technical Support II if you’re passionate about solving technical challenges with enthusiasm and precision! Your expertise will empower our organization’s technology environment while delivering outstanding support that keeps our operations running smoothly every day.

Pay: $80.00 - $100.00 per hour

Expected hours: 40.0 per week

Hardware and Infrastructure Experience

• PC Hardware Troubleshooting - Capable of diagnosing and resolving hardware component failures including motherboards, power supplies, memory and storage devices. Proficient in handling upgrades, replacements, and configurations.
• Network Infrastructure Troubleshooting - Capable of identifying and resolving common LAN/WAN issues such as cabling faults, switch/router configuration errors, and IP conflict resolution. Adept in managing network performance and connectivity troubleshooting, including wireless networks and VPN issues.

Installation, Configuration, and Maintenance

• Windows operating systems - Proficient in the installation, configuration, and administration of Windows operating systems (Windows 10, 11) Experienced in applying security patches, systems updates, and driver updates.
• Microsoft Office 365 Suite - Proficient in deploying, troubleshooting, and providing user support for both standalone Microsoft Office and Microsoft 365 versions. Highly experienced with core productivity tools such as Word, Excel, PowerPoint, and Outlook, as well as collaboration and integration solutions like OneDrive and Teams.

Professional Experience Level Qualifications

• Must be able to lift up to 40lbs.
• Ability to organize short and long-term tasks and communicate status of tasks with clients and management.
• Effective oral and written communication skills, with an ability to communicate complex issues to a non-technical audience.
• Ability to work with others.
• Self-starter with a results-driven focus.
• Capability to assume additional responsibilities.
• Demonstrated experience managing data coordination and conversion projects., * Bachelor’s degree in computer science, or related field preferred; Or equivalent job experience of 10+ years., * High school or equivalent (Preferred), * IT Technical Support: 10 years (Preferred)

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance