IT Helpdesk Specialist I
Description
IT Helpdesk Specialists serve as the first point of contact for providing technical assistance and handling support for issues related to computer systems, hardware and software. This role performs remote troubleshooting through diagnostics and asking relevant questions and determines the best solution based on the issue and details provided. This role is also responsible for provisioning and de-provisioning users, installing hardware, performing PC maintenance, upgrades and configuration.
Location:
- Three days per week from office - Long Beach, CA
- Work from home on Mondays and Fridays
About the Role - Key Responsibilities
Technical Support and Issue Resolution
- Serve as the primary point of contact for employees seeking technical assistance via phone, ticketing systems, instant messaging, and email.
- Diagnose and troubleshoot computer system issues individually or in collaboration with team members, identify root causes, and implement effective solutions.
- Perform PC upgrades, repairs, and maintenance, including license tracking and hardware/software configurations.
- Follow up on outstanding requests to ensure timely and thorough resolution while maintaining service level agreements (SLAs).
- Provide technical guidance to end-users on IT tools, systems, and processes to reduce downtime and enhance productivity.
- Continuously identify and recommend improvements to helpdesk processes for greater efficiency and user satisfaction.
User Management, and Asset Oversight
- Provision and de-provision user accounts, ensuring efficient configuration and deployment of desktops and workstations using standardized OS images and software.
- Monitor and manage IT assets, maintaining accurate inventory records and addressing hardware and software needs proactively.
- Conduct onboarding for new hires, including hardware setup and training sessions to ensure effective use of IT systems and tools.
- Research and recommend hardware and software solutions, evaluating vendor products for cost-effectiveness and quality.
- Conduct routine audits to maintain compliance, ensure equipment availability, and identify optimization opportunities.
IT Operations and Security
- Manage daily administrative tasks for enterprise applications and systems, ensuring access control and secure operations.
- Collaborate with the Security Team to address ongoing security initiatives and ensure alignment with organizational security policies.
- Assist with security remediation efforts, including patching vulnerabilities and enforcing information security best practices.
- Collaborate with Systems Administration on special projects, such as system upgrades, migrations, or configurations.
Other Responsibilities:
- Undertake additional duties and projects as assigned to address changing business needs.
- Strong customer service skills matched with interpersonal communications skills.
- Knowledge of Windows & Mac OS, Active Directory, NTFS permissions, networking, PC hardware, printers, scanners, computer peripherals and mobile devices.
- Understanding of foundational security practices, including physical, network, and wireless security, as well as permissions and encryption protocols.
- Ability to troubleshoot and resolve technical hardware and software issues.
- Ability to work in a fast-paced environment, communicate technical information both verbal and written to a wide range of end-users.
Preferred Education and Experience
- Bachelor’s degree or equivalent work experience in engineering, math, physics, computer science or a quantitative field
- 1-2 years of IT helpdesk or call center support experience
- Certifications in related technologies such as CompTIA A+, CompTIA Network+, Microsoft Fundamentals or Google IT Support Professional Certificate
The salary range varies, and pay is based on several factors including but not limited to education, certifications (if applicable), candidate's geographic region, job-related knowledge, skills, and years of experience among other factors.
- Range: $60,000 - $80,000 per year
Perks & Benefits at a Glance
- Generous time off:
- 15 Days of Vacation
- 3 Floating Holidays
- 2 Paid Volunteer Days
- 9 Paid Holidays
- Hybrid Work Environment
- Free Parking: covered and EV charging stations
- Various 401 (k) Investment Options and Generous Company Match
- HMO and PPO Medical Care Options (Employees are fully covered under HMO)
Applicants must be authorized to work for Laserfiche in the United States on a full-time basis without the need for employer sponsorship. We are unable to sponsor new employment visas, or take over sponsorship of existing employment visas, at this time.
About Us
Laserfiche is the leading global provider of intelligent content management and business process automation. The Laserfiche® platform enables organizations in more than 80 countries to transform into digital businesses. Customers in every industry—including government, education, financial services, and manufacturing—use Laserfiche® to boost productivity, scale their business and deliver digital-first customer experiences. Our employees in offices around the world are committed to the company’s vision of empowering customers and inspiring people to reimagine how technology can transform lives.
Learn more about our team here.
Laserfiche complies with all Equal Opportunity and Affirmative Action regulations. Laserfiche makes all employment decisions – such as recruiting, hiring, training, promotion, compensation, professional development practices, discipline and termination – without regard to race, religion, color, national origin, ancestry, citizenship, sex, pregnancy, age, creed, physical or mental disability, medical condition, genetic characteristic, marital status, veteran status, gender identity/expression, sexual orientation or any other characteristic protected by law, except as may be permitted by law.
Laserfiche provides reasonable accommodations for applicants with disabilities upon request. For more information please contact Talent Acquisition at https://www.laserfiche.com/contact/ or 562-988-1688.
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.
#LI-Hybrid
Laserfiche provides reasonable accommodations for applicants with disabilities upon request. For more information please contact Talent Acquisition at https://www.laserfiche.com/contact/ or 562-988-1688.
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, and the Los Angeles Fair Chance Initiative for Hiring Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.
#LI-Hybrid