Help Desk Technician (IT)

IT Help Desk Technician - Los Angeles (Vernon / Culver City) Corporate

We are currently seeking a motivated, hands-on and customer oriented Corp. Office Technical Support Lead to join our growing team. 

In this role you will be part of the Staff Technology department supporting internal customers as well as help assign and manage daily workload of requests. Monitor status of software installs and operating system installs and upgrades. Create checklists and train technicians on checklists. The team is responsible for troubleshooting hardware problems, including PCs, laptops, Apple/Macintosh computers, iDevices, and printers; and software problems, including operating system, networking, VPN. Ensure compliance with Cybersecurity requirements. Oversee the management of network accounts, ensuring the timely creation, deletion and modification to accounts. 

You should expect to focus on the development and communication of scope, policies and procedures for the IT Corporate and In Field Services: 

What You’ll Do: 

• Provide excellent customer service to Reformation employees for all of their tech related issues.
• Provide training to employees (i.e. Onboarding New Employees ) 
• Produce clear and informative documentation on technical processes. 
• Learn processes and workflows between and within departments that rely on technology and look for opportunities for improvement. 
• Troubleshoot technical issues within the Corp. Office / Distribution Center environment including hardware and connectivity issues 
• Participate in the development of templates and playbooks for new store openings
• Participate in the development of a knowledge base for troubleshooting Corp. Office / Distribution Center issues 
• Responsible for coverage of the help desk assigned queues (via Jira) 
• Align with stakeholders to establish tasks, strategies and schedules for new store openings and recurring operational support.
• Create and manage a consistent, accurate, enterprise infrastructure, hardware and software asset inventory. 
• Develop and implement infrastructure, hardware and software standard base configurations; ensure they are accessible, up to date and auditable. 
• Create mechanisms for continuous, automated trend identification and analysis to report the outcomes to key stakeholders on a regular cadence 
• Create, Publish and Manage documentation (SOP, FAQ’s, Technical) for Knowledge base
• Create, Publish and Manage established SLA’s, and KP metrics aligned with Corporate goals for regional and international strategies. 
• Manages the processes of complex information systems requirements for Corporate project areas such as new business operating models, innovative approaches to IT solutions services, market research of emerging or available product functionality and operational readiness assessment. 
• Provides support to senior leadership by providing information regarding business and technology issues. 
• Leads and coordinates inter- and intra-departmental systems integration activities.
• Manages the development of resources (for example, associates, vendors, infrastructure) capacity planning, demand management processes, and workforce planning. 

What You’ll Need: 

• Minimum 5+ years work experience in related fields. 
• Experience supporting employees in a Mac/Windows environment. 
• Ability to explain technical issues to a non-tech audience (Spanish 
• Experience with an LDAP / SAML system working with user and group rights on shared files.
• Meraki Networking / Monitoring 
• Jira Help Desk / Administration / Metrics 
• Jump Cloud Administration / Architecture 
• CrowdStrike Administration / Architecture 
• ITIL customer service working with employees and vendors in a service/support capacity
• Project management skills
• Rotational weekend flexibility