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IT Desktop Support Specialist II

Santa Monica, California
Freelance | Job ID #70880 | $28 - $31 hourly | Posted 3 months ago

Onward Play is seeking a talented Desktop Support Specialist II, who will be responsible for the desktop infrastructure specializing in PC/Mac/mobile devices. The technician will work within the Desktop Systems team on a special project. This includes (but not limited to) imaging and setting up/deploying computers/mobile devices, providing onsite and remote hardware and software troubleshooting, break-fix, manage incoming incident/request tickets, support calls, etc.


  • Report to the Sr. Manager of Desktop Systems
  • Work closely with IT Support Coordinator and Inventory Admin on proper processing of Onboarding/Offboarding

Duties and Responsibilities:
  • Image, setup, deploy computers/mobile devices including package/ship by working with support team members, Mailroom staff and end users.
  • Support end users on-site and remote (including VIPs) with IT onboarding, training/classes, day to day, etc.
  • Assist with office/cubicle moves (IT equipment) / Return to Office projects and operational.
  • Monitor/triage tickets and perform remote support as part of Service Desk team and/or perform customer-facing support as part of Desktop Support team.
  • Responsible for working and tracking cases from beginning through resolution.
  • Perform installations, adds, moves, and changes for PCs, monitors, printers and related peripherals.
  • Perform software and hardware configuration across diverse platforms.
  • Setup and support mobile devices including both Android and iPhone.
  • Partner with IT management and security team to ensure that all systems adhere to security policies and any compliance requirements.
  • Participate in 24/7 IT coverage for the critical business environment and applications.
  • Adhere to Global IT change control policies, standards, and architecture.
  • Continually researches and keeps abreast of new computer infrastructure, computer system operating environments and new software applications.
  • Perform archive restores, manage user and computer accounts in AD, patch management, manage VPN accounts, Aspera requests, respond to security alerts/resolutions, password resets, IBM BigFix Asset Management, and all other duties as assigned.

Minimum Requirements:
  • 5+ years IT experience in a support, and/or project-based environment, previous experience as a Service Desk or Desktop Support Technician (Help Desk) required.
  • 2+ years working with Executive and Director level employees.
  • 2+ years of experience in support & troubleshooting Windows & Mac OS platforms including mobile devices running Apple iOS & Android OS
  • 2+ years of experience with client-side troubleshooting of network services (i.e., DNS, DHCP, and certificate-based authentication)
  • Minimum 1-year experience with Active Directory and O365
  • Work with all types of people and ability to communicate with a broad spectrum of individuals.
  • Ability to work multiple incidents and effectively manage resolution of tickets.
  • Innate understanding of urgency and the escalation of issues quickly when appropriate
  • Analytical skills to assist in the resolution of complex issues that may be time sensitive.
  • Ability to assess resource requirements to support an implementation.
  • Ability to estimate effort to complete tasks.
  • Ability to plan, organize, schedule, and manage activities.
  • 2+ years work experience in Media/Entertainment industry a plus

Employer Details:

  • Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
  • Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
  • Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
  • Onward Search is a drug-free workplace.

Pay: $28 - $31 hourly


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