IT Support Specialist II (Tier 2)

An entertainment client is seeking an IT Support Specialist II to join their team! This individual will provide hands-on technical support for employees, troubleshooting complex desktop, hardware, software, access, and account-related issues across both Mac and Windows environments. The role will focus heavily on customer interaction, ticket resolution, Active Directory administration, and supporting users in a fast-paced, high-volume environment. The ideal candidate is technically strong, personable, and able to independently drive issues to resolution while delivering an exceptional end-user experience. This role is located in Los Angeles, CA and requires working onsite five days per week.

1-3+ years of experience in a Tier 2 IT Support, Desktop Support, or End User Support role Hands-on support experience with both Windows and Mac systems Experience working within enterprise ticketing systems (Zendesk, Jira, ServiceNow, etc.) Strong customer-facing and onsite support experience Experience troubleshooting hardware, software, user accounts, peripherals, and workstation issues Active Directory experience, including user administration and access management Experience handling a high volume of in-person technical support requests (50-100 end users) Excellent communication and interpersonal skills

Nice to Have Skills & Experience

Microsoft 365 administration experience Identity management experience MFA implementation or support experience Experience supporting executives or high-visibility stakeholders

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.