IT/AV Support Technician

JOB SUMMARY

The IT Support Specialist II is an entry-level technical support role focused on building foundational IT skills while providing first-line assistance to SoLa employees. Under the close supervision of the IT Manager, this role handles basic help desk requests, assists with hardware and software setup, and learns the tools, systems, and processes that underpin SoLa's IT environment. This role is designed for someone early in their IT career who is personable and customer service focused and motivated to grow their technical skills and work toward greater independence and responsibility over time.

ESSENTIAL DUTIES

·         Responding to basic help desk requests submitted via phone, email, or ticketing system under supervisor guidance

·         Assisting with troubleshooting common hardware and software issues (password resets, printer setup, basic connectivity)

Set up and test laptops, desktops, projectors, displays, microphones, speakers, cameras and other audiovisual equipment

Provide Saturday IT and audiovisual support for the UCLA Extension program

·         Logging and tracking support tickets accurately; documenting steps taken and resolutions applied

·         Escalating issues that exceed current skill level to the IT Helpdesk Technician or IT Manager promptly

·         Assisting with hardware setup, imaging, and deployment of devices for new employees

·         Supporting basic software installations and updates under supervision

·         Maintaining inventory of IT equipment and supplies

·         Assisting with the installation, configuration, and troubleshooting of IP cameras and related network hardware at on-site locations

·         Assisting with foundational cybersecurity practices under supervision, such as basic user access management, enforcing password policies, and reporting potential security risks

·         Providing friendly, patient, and professional service to all employees

·         Shadowing senior IT staff on more complex projects to build knowledge and skills

·         Completing other tasks and projects as assigned

Requirements

EDUCATION & EXPERIENCE

·         High school diploma or equivalent required; coursework or degree in Information Technology or related field preferred

·         0–1 year of experience in a technical support or IT-related role (internships and academic projects count)

·         Basic familiarity with Windows and/or Mac operating systems