Ledgent Technology · 19 hours ago
IT Help Desk Specialist (Bilingual)
Los Angeles County, CA
Full-time
Onsite
Mid Level
$30/hr - $32/hr
3+ years expLedgent Technology is seeking an IT Help Desk Specialist L2 who provides advanced technical support to internal customers. The role requires strong analytical and troubleshooting skills to resolve escalated support requests and maintain a high standard of customer service, with a focus on Mobile Device Management for both iOS and Android devices.
Staffing & Recruiting
Hiring Manager
Patrick Johnston
Responsibilities
Cultivate and promote a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability
Provide excellent customer service by clearly communicating the solution to the end user while demonstrating patience and empathy
Provide guidance to less senior technicians, helping to enhance their technical skills
Diagnose and resolve complex technical issues, including software, hardware, and network problems
Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution and compliance with SLA performance metrics
Configure, manage, and support mobile devices (smartphones, tablets) across various platforms (iOS, Android) using Mobile Device Management (MDM) solutions such as MAAS 360, Apple Business Manager, KNOX and Intune. Subject matter expert for the broader IT team
Perform advanced tasks in Active Directory, Exchange, and File Administration
Assist in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access
Identify and mitigate security threats, including phishing and malware, using various cybersecurity tools. Assist with remediating high-risk vulnerabilities
Create and update technical documentation, knowledge base articles, and standard operating procedures
Assist with IT projects, including deployments, migrations, and upgrades
Install, configure, and troubleshoot more complex hardware and software issues (SAGE, Paperless). In depth knowledge of Windows 10/11 operating systems
Provide remote support for multiple locations and occasionally conduct site visits, which may include overnight stays. Local travel to other branch locations within 3-20 miles as needed
Qualification
Required
BILINGUAL IN ENGLISH AND SPANISH IS A REQUIREMENT OF THIS POSITION
Bachelor's degree in information systems, Computer Science, or a related field (preferred), OR equivalent technical certifications
3-5 years of relevant help desk or technical support experience
Advanced knowledge of Windows 10/11 operating systems, Active Directory, Exchange, and network protocols
Excellent verbal and written communication skills
Strong analytical and problem-solving abilities with a focus on customer satisfaction
Preferred
Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate (preferred but not required)
Company
Ledgent Technology
Ledgent Technology, a business line of Roth Staffing Companies, utilizes proven processes and their robust professional network to place qualified technology professionals in contract, contract-to-hire, direct-hire roles and project teams throughout the US.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase