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Frontline, LLC - Managed IT Services · 1 month ago

IT Help Desk Technician Level 2 - Los Angeles

Los Angeles, CA

Full-time

Onsite

Mid, Senior Level

$75K/yr - $85K/yr

3+ years exp

Frontline, LLC is a top Managed IT Service Provider in Los Angeles, providing comprehensive IT support and services for nearly 15 years. They are seeking an experienced IT Support Help Desk Technician - Level 2 to deliver expert-level support to client end user environments, ensuring high customer satisfaction and effective problem resolution.

ConsultingCyber SecurityInformation Technology

Growth Opportunities

Responsibilities

Provide exceptional technical IT support over the phone, remotely and on site to clients

Take ownership of a call, seeing it through to closure, and escalating when necessary to next level of IT support personnel

Provide hardware and software support for end users by diagnosing, resolving, and/or escalating problems

Respond to all user requests promptly and follow-up as necessary to ensure satisfactory resolution of IT support requests

Manage incident lifecycle, creating, tracking, and escalation to achieve final resolution and ensure user satisfaction

Utilizing the ticketing system will document solutions and ensure proper communication of resolution to the customer

Participate in rotating on-call schedules so that clients can depend on us 24/7 to meet their business needs

Ensure all call details and resolutions are entered into ticketing system according to procedure

Assist in maintaining accuracy and relevance of the technical knowledge-base

Qualification

IT SupportRemote MonitoringTechnical KnowledgeCommunication SkillsProblem Solving

Required

At least 3 - 5 years demonstrable skills & experience as a Level 2, IT Support Technician

Multi years proven experience as a Sr. IT Helpdesk Desk Technician, System Administrator, or similar role

Experience with Remote Monitoring and Management (RMM) tools

Good verbal and written communication skills

Readily accessible via mobile phone and email during off-hours

At times requires off-hours or weekend work

Frequently required to sit and stand for extended periods of time and use hands to operate computer keyboard, mouse, telephone and basic office equipment

Normal Office, light work (lift up to 50 lbs)

Benefits

Health Care Plans (Medical, Dental & Vision)

Retirement Plan - 401k with matching

Paid Time Off (Vacation, Sick & Public Holidays)

Training & Development

Free Food & Snacks

Wellness Resources

Company

Frontline, LLC - Managed IT Services

Glassdoor4.0

Frontline has been managing IT operations for companies in Los Angeles for over 15 years and consistently ranks as one of the top managed IT service providers in the greater Los Angeles area.

Founded in 2011

Los Angeles, California, USA

11-50 employees