IT Help Desk Support I (Hybrid-Remote)
Company: California FAIR Plan Association
Location: Los Angeles
Posted on: April 1, 2026
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Job Description:
POSITION SUMMARY The Help Desk Support I role is to provide
technical support to users on our LAN/WAN and Cloud environments.
This person will also assist the IT Infrastructure Team with server
and network support. Responsibilities include gathering and
analyzing relevant issue data, resolving the issue reported and
documenting the resolution in our incident reporting ticketing
system. This person will also diagnose, resolve, and document
hardware and software network problems in a timely and accurate
manner. Other duties will also include end user training and IT
related (daily/monthly) operational tasks as assigned. PRINCIPAL
DUTIES & RESPONSIBILITIES • Receive and respond to all help desk
tickets. Log the ticket into the management system and respond
within SLA threshold, ensure every incident is entered and managed
into ticketing system • Maintain an inventory of IT equipment and
software licenses • Collaborate with other IT team members to
resolve complex issues and escalate when needed • Respond to user
inquiries and provide technical support via phone, email, or
in-person • Diagnose and resolve hardware, software, and network
issues remotely and on-site • Install, configure, and maintain
computer systems and applications • Update and maintain issues
knowledge base (Self Help) as appropriate • General knowledge of
service offerings, customer service principles and various computer
software applications • Responds promptly to customer needs;
solicits customer feedback to improve service; responds to requests
for service and assistance; meets commitments; manages difficult or
emotional customer situations • Identifies opportunities for use of
solutions to improve efficiency and reduce waste • Focuses on
solving conflict; maintains confidentiality; listens to others
without interrupting; keeps emotions under control; remains open to
others' ideas • Works within guidelines of established procedures;
obtains, clarifies and provides information within established
procedures • Prioritizes and plans work activities; sets goals and
objectives; uses time efficiently; communicates activities and
results as appropriate • Regularly provided specific instructions
to complete tasks; participates in regular reviews of assigned and
completed tasks KNOWLEDGE & SKILLS REQUIREMENTS • Associate’s
degree in IT/ Computer Science and/or 2 years of experience • 2
years hands-on hardware troubleshooting experience • Working
technical knowledge of Windows Server and Windows operating systems
• Microsoft Windows Active Directory and Office 365 apps •
Knowledge of configuring and managing Microsoft Intune and
Autopilot - preferred • Minimum 1 year application support
experience with Microsoft 365 and CRM solutions • MSP (Managed
Service Provider) experience preferred • Working technical
knowledge of industry standards regarding network hardware and
protocols • CompTIA’s A certification (required)
Keywords: California FAIR Plan Association, Santa Monica , IT Help Desk Support I (Hybrid-Remote), IT / Software / Systems , Los Angeles, California
