Job DescriptionThe IT Client Support Engineer serves as a frontline resource for end users at the Santa Monica location, providing dependable technical support across a broad range of hardware and software issues. While primarily based at SMO, this role is part of a collaborative IT support team that shares responsibility for fielding requests across multiple locations. The ideal candidate is personable, detail-oriented, and takes pride in delivering a smooth and responsive experience for every user they assist.
Key Responsibilities- Provide Tier 1/2 technical support for hardware, software, networking, and peripheral issues across end-user environments.
- Diagnose, troubleshoot, and resolve issues with desktops, laptops, mobile devices, AV systems, printers, and other IT equipment.
- Manage and prioritize support queues using the ITSM ticketing system (e.g., ServiceNow), ensuring SLA compliance.
- Collaborate with IT teams across locations to coordinate support efforts, share knowledge, and drive consistency in service delivery.
- Assist in the planning and execution of hardware refresh cycles, software deployments, and onboarding/offboarding processes.
- Contribute to the creation and maintenance of technical documentation, knowledge base articles, and runbooks.
- Identify recurring issues and recommend proactive, long-term solutions to reduce ticket volume and improve user experience.
Required Qualifications- 3+ years of experience in IT support, desktop support, or a related technical role.
- Strong proficiency with Windows 11 and macOS environments.
- Hands-on experience with Active Directory, Microsoft 365, and enterprise collaboration tools (Teams, SharePoint, etc.).
- Familiarity with ITSM platforms, particularly ServiceNow.
- Proficiency of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Demonstrated ability to manage competing priorities in a fast-paced environment.
- Strong interpersonal and communication skills, with a client-first mindset.
Preferred Qualifications- Industry certifications such as CompTIA A+, Network+, Microsoft certifications (MD-102, MS-900), or equivalent.
- Experience supporting AV/conferencing systems (e.g., WebEx Calling, MS Teams, Crestron, etc).
- Familiarity with endpoint management tools (e.g., Intune, JAMF, SCCM).
Competencies- Technical Expertise - Strong knowledge of enterprise IT systems and end-user support best practices.
- Problem Solving - Ability to analyze complex technical issues and develop effective, lasting solutions.
- Communication - Clear and professional communication with both technical and non-technical stakeholders.
- Ownership - Takes accountability for outcomes and follows issues through to resolution.
Note: This job description is intended to outline the general nature and level of work for this position. It is not exhaustive and may be subject to change based on organizational needs.Compensation$85,000 - $95,000
Our Benefits- Full Coverage - Medical, Vision, and Dental
- Annual discretionary bonus and merit increase
- Work/Life Balance - generous sick days, vacation days, holidays, and wellness days
- 401(k) company matching
- Tuition Reimbursement (up to graduate degree)
