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Desktop Support Specialist (Los Angeles)

Desktop Support Specialist (Los Angeles)

Tucker Parker Smith Group (TPS Group)Los Angeles, CA, United States
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Service Desk Agent (Tier 2 3rd Shift)

Location : Los Angeles, CA (Remote Must be with 100 miles of LA)

Shift : 3rd Shift (11 : 00 PM 7 : 30 AM)

Contract to Hire Opportunity

Pay : $25-$27 / HR

  • Please do not apply if you are 100 miles outside of LA area.

Training will occur on day shift (Monday Friday, 8 : 00 AM 4 : 30 PM) for the first few weeks

Position Summary

Our client, a leading private university in Los Angeles, CA, is seek a Service Desk Agent to join their team and provide Tier 2 technical support for end users across their hospital and clinic locations. This role is responsible for handling inbound tickets and calls, resolving escalations, and triaging complex issues to higher-level engineers. The Service Desk Agent supports workstations, servers, virtualization, printers, networks, vendor-specific hardware / software, and clinical application software suites.

This position requires strong technical troubleshooting abilities, excellent communication, and customer service skills. The Service Desk Agent ensures issues are resolved in a timely manner while following IT processes, escalation procedures, and service level agreements (SLAs).

Key Responsibilities

  • Serve as the first point of contact for IT-related issues via phone, email, voicemail, and walk-ups.
  • Provide Tier 2 support for hardware, software, networking, printers, mobile devices, and clinical applications.
  • Accurately log, update, and close tickets using the Footprints ticketing system, ensuring SLA compliance.
  • Interview users to gather details, lead them through diagnostic procedures, and provide timely resolutions or escalations.
  • Provision and update user accounts in Active Directory and other enterprise systems.
  • Perform software installations and updates via Active Directory and SCCM.
  • Deliver remote support using GoToAssist and SCCM.
  • Configure and troubleshoot email on multi-platform mobile devices.
  • Provide basic end-user training on Microsoft Office and related applications.
  • Assist in acquiring, installing, and maintaining hardware, software, and peripheral devices.
  • Escalate unresolved or high-priority issues to senior technical staff and leadership.
  • Document solutions, processes, and procedures; assist with training and mentoring IT staff when needed.
  • Recommend process improvements to enhance IT service delivery.

    • Minimum Qualifications

    Education : High School Diploma required; Associates Degree in IT or related field preferred.

    Experience :

  • Minimum 3 years in IT, including at least 2 years in Service Desk / Help Desk Support.
  • Call center experience, handling 30+ tickets daily.
  • Direct experience in healthcare IT (required).

    • Technical Skills :

  • Strong knowledge of Windows OS, Active Directory, SCCM, and common business productivity applications.
  • Ability to diagnose and resolve workstation, server, and network issues.
  • Experience providing remote support using GoToAssist or similar tools.

    • Please submit your resume in Word or PDF format to be considered.

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    Desktop Support Specialist • Los Angeles, CA, United States