IT Service Desk Agent I (Desktop Support Specialist) Location: Los Angeles, CA 90033 (Remote)
Schedule: Monday - Friday, 8:00 AM - 5:00 PM (Must be available for any shift: Morning, Mid, or Night)
Type: Direct Hire
Compensation: $27/hr - $32/hr (Non-Exempt)
The
Service Desk Agent I will support the end-user community at hospital and clinical locations for
our client, a leading healthcare institution in Los Angeles. This position is responsible for providing first-level technical support, including troubleshooting clinical applications, operating systems, productivity software, network/Wi-Fi issues, and other technology-related problems. You will serve as the first point of contact and play a key role in ensuring end-user satisfaction through prompt issue resolution and exceptional service.
Key Responsibilities - Serve as the first point of contact for IT support, troubleshooting hardware, software, network, and account-related issues via phone, email, and ticketing system.
- Manage user accounts and access through Active Directory, and perform software installations and remote support using SCCM and GoToAssist.
- Accurately document and resolve support tickets using the Footprints system, ensuring timely follow-up and SLA compliance.
- Assist with the setup and maintenance of workstations, mobile devices, and peripheral equipment while providing end-user training on standard applications.
- Collaborate with IT teams to escalate unresolved issues, support system upgrades, and contribute to process improvement initiatives.
Required Qualifications - High School Diploma (required) / Associate's Degree in a related field (preferred)
- Minimum 3 years of IT experience, including at least 2 years in a Service Desk environment
- Call center experience with a high ticket volume (30+ tickets/day)
- Strong customer service orientation with excellent written and verbal communication skills
- Proficiency with Active Directory, SCCM, and basic networking concepts
- Demonstrated ability to work independently and within a team environment
- Willingness and flexibility to work any shift (24/7 environment similar to healthcare or hospitality operations)