Sr. IT Help Desk Technician

Were Looking For A(n): Sr. IT Help Desk Technician

Location: Hybrid (El Segundo CA and/or Burbank/North Hollywood CA)

What Youll Be Doing:The Sr. IT Help Desk Technician serves as a senior technical resource and escalation point for the IT Help Desk team providing advanced support to resolve complex hardware software network and systems issues. This role takes ownership of higher-complexity tickets mentors junior technicians drives process improvements and partners with infrastructure and engineering teams on cross-functional initiatives. The Sr. Technician is expected to operate with significant autonomy exercise sound technical judgment and deliver exceptional customer service while strengthening the overall support function.

*Occasional off-hours availability may be required to support business needs.

• Serve as a Tier 2 escalation point for complex hardware software network identity and systems issues that cannot be resolved at Tier 1.
• Take ownership of high-impact and high-visibility tickets driving them to resolution and communicating status to stakeholders.
• Mentor and coach junior Help Desk Technicians; provide technical guidance shadow tickets and contribute to onboarding new team members.
• Lead and contribute to IT projects including hardware refreshes software rollouts M365/Google Workspace administration and security tooling deployments.
• Maintain expert-level proficiency with Windows macOS iOS and Android including imaging MDM enrollment and remote management tooling.
• Administer cloud and SaaS platforms such as Microsoft 365 Google Workspace Azure / Entra ID Intune and identity/access management tools.
• Own day-to-day administration and troubleshooting of Cisco Meraki office network infrastructure including MX security appliances MS switches and MR wireless access points across all corporate sites.
• Configure and maintain Meraki VLANs SSIDs content filtering traffic shaping group policies and firewall rules to support business and security requirements.
• Monitor network health via Meraki Dashboard; investigate alerts performance issues and outages and drive resolution end-to-end.
• Maintain wired and wireless office connectivity including switch port configuration PoE devices structured cabling coordination and access point placement/coverage.
• Support VPN ZTNA (e.g. Microsoft Global Secure Access) VoIP DNS/DHCP printing and other core network services in partnership with the infrastructure team.
• Coordinate office network changes site additions cutovers firmware upgrades and ISP transitions with appropriate communication change management and validation.
• Provide remote support to other offices and remote employees ensuring seamless IT operations across all locations.
• Manage new hire onboarding and termination workflows including provisioning account creation equipment configuration and access reviews.
• Identify recurring issues and root causes; design document and implement permanent fixes and process improvements.
• Author and maintain technical documentation runbooks and knowledge base articles to elevate the teams capability.
• Proactively manage planned changes and upgrades; coordinate communication scheduling and verification with impacted users.
• Provide technical support for conference rooms collaborative workspaces and audiovisual systems.
• Evaluate and recommend hardware and software solutions including new product acquisitions and lifecycle upgrades.
• Partner with security infrastructure and applications teams on initiatives that span beyond the Help Desk.
• Monitor ticket queue health identify trends and contribute to KPIs/SLAs for the team.

Qualifications (Note: We strongly encourage you to apply even if you dont tick ALL of these boxes.):

• Advanced Technical Support: Provide expert-level technical support across endpoints identity productivity tools and core IT services.
• Complex Troubleshooting: Diagnose and resolve multi-system issues spanning endpoint network identity and SaaS layers; identify root cause and durable fixes.
• Project Execution: Plan execute and close out IT projects with minimal supervision; communicate progress and outcomes to stakeholders.
• Mentorship & Knowledge Transfer: Coach junior technicians lead training sessions and elevate the technical capability of the team.
• Documentation: Produce clear accurate technical documentation runbooks and knowledge base articles.
• Escalation & Collaboration: Recognize when to escalate work effectively with Tier 3 / engineering teams and contribute relevant context to expedite resolution.
• System Administration: Administer identity endpoint management and SaaS platforms with attention to security and compliance.
• Hardware Maintenance: Perform advanced hardware diagnostics component replacement and lifecycle management.
• Proactive Monitoring: Monitor systems and ticket trends to identify and address emerging problems before they impact users.
• Compliance & Security: Adhere to IT policies procedures and security guidelines (including PCI SOC 2 and similar frameworks where applicable); model good security hygiene.
• Customer Service: Deliver professional empathetic and responsive service; set the standard for the team.
• Communication: Communicate technical concepts clearly to non-technical users and concisely to technical peers; strong written and verbal skills.
• Ownership & Judgment: Operate with minimal supervision; exercise sound judgment on priority escalation and risk.

• Required Education:

  High school diploma or GED equivalent

• Preferred Education:

  Associates or Bachelors degree in Information Technology Computer Science or related field (or equivalent work experience)

• Required Experience:

  • 5 years of progressive helpdesk or desktop technical support experience preferably in a large corporate environment
  • Proven experience as a senior or escalation-point technician (Tier 2 or above)
  • Expert-level proficiency with Mac Windows iOS and Android devices
  • Hands-on experience administering cloud platforms (Google Workspace Microsoft 365 Azure / Entra ID)
  • Strong understanding of networking (wireless VLANs VPN/ZTNA DNS DHCP printing file sharing VoIP)
  • Hands-on experience administering Cisco Meraki networks (MX MS MR) or equivalent enterprise networking equipment
  • Experience with endpoint management / MDM (Intune Jamf Kandji or similar)
  • Demonstrated ability to mentor or train junior technicians
  • Experience driving small to mid-size IT projects from start to finish

• Preferred Experience:

  • Meraki Solution Specialist (CMSS) or other Cisco networking certification
  • Experience supporting multi-site office network deployments
  • Active Directory and Entra ID administration
  • Distribution center operations and multi-site corporate environments
  • Azure / Entra admin and Intune deployment experience
  • Experience supporting NetSuite Salesforce or similar enterprise applications
  • Scripting experience (PowerShell Python or shell) for automation
  • Familiarity with ITIL or similar service management frameworks
  • Experience with security tooling (EDR SIEM identity protection)

• Preferred Licensure/Certification:

  CompTIA A Network or Security; Microsoft 365 / Azure certifications; Google Workspace Administrator; Apple Certified Support Professional (ACSP)

• Comprehensive healthcare coverage We cover100% of premiumsfor medical dental and vision plans for employee-only plans.
• Annual bonus
• We match up to3.5% of your 401k contributions ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health daysan Employee Assistance Program free weekly yoga and meditation classes and additional mental health benefits because we take a holistic approach to your well-being.
• Invest in your future with ourEmployee Stock Ownership Plan where company contributions fund your retirement plan with company stock.Learn more.
• Reimbursements for a portion of personal cell phone and internet usagefor eligible employees.
• Professional developmentopportunitieswith mentorship continuous learning programs and performance-based pay increases empowering you to progress and excel in your career.
• Through our charity sponsorships you can make a positive impact on communities worldwide. Weve donated over$9 millionto date.
• Potential for quarterly KPI bonuses.

The base salary range is $32.02-$42.69 plus bonus potential.

The posted salary range in this job posting reflects data based on Californias cost of labor analysis. This salary range is subject to change per state; please clickhere to find the pay differential in your state of residence if the role is remote.

Salary is based on a wide range of factors that include relevant experience knowledge skills other job-related qualifications and geographical location.

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

A Note to Recruiting Agencies: At Golden Pet Brands we handle all hiring through our internal Talent Acquisition team. Occasionally we might use staffing or recruiting agencies to support our internal team in finding the right candidates. Agencies are not authorized to contact our hiring teams directly to present candidates. Our internal Talent Acquisition team is responsible for all candidate presentations to our hiring managers. Golden Pet Brands will need written approval and a signed agreement before submitting any candidate info for a specific job opening. Without this we wont pay any fees for placements. Thank you for your understanding.

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