Steno

Oct 28, 2026

Help Desk Specialist

United States

Los Angeles, California, United States

About the opportunity

On a regular basis you will:

Serve as the primary Tier 1 point of contact for end-user IT support, managing ticket intake, triage, and resolution through the Foqal ticketing system

Troubleshoot methodically — reproducing issues, consulting Guru documentation and prior tickets, and applying structured first-line diagnostics before escalating

Resolve software support requests including application troubleshooting, access issues, and basic configuration, plus provide Zoom Phone setup, configuration, and support

Escalate unresolved issues to Tier 2 IT Analysts with thorough documentation and context, following established escalation workflows

Manage end-to-end computer and accessory deployment for new hires and existing staff, coordinating with vendors and tracking fulfillment status

Stage and deploy standard new-hire software licenses per the New Hire Deployment Worksheet and Technical Deployment Matrix, escalating non-standard provisioning to Tier 2

Maintain and distribute role-specific onboarding training materials, videos, and guides tailored to new hire job titles and required applications

Coordinate hardware repair, e-cycling, and responsible disposal of end-of-life equipment, and process purchase requests and inventory tracking via the ticketing system

Create, update, and maintain IT knowledge base content, SOPs, and support workflows to reduce repeat tickets

Participate in team meetings and retrospectives, and provide peer coverage across the Helpdesk Specialist team to maintain operational resilience

Maintain a valid driver’s license and reliable transportation to transport company hardware to shipping, retail, and repair facilities, as needed.

Application Information

This is a hybrid role based out of our Downtown Los Angeles office, with three days on-site and two days remote each week, with the flexibility to come into the office to accommodate business needs.

In this role, you’ll need to be located in the Greater Los Angeles area and cover Monday through Friday, 8:30 am to 5 pm PT, with occasional overtime and rotational holiday coverage.

Steno is an equal opportunity employer; we do not discriminate on the basis of characteristics protected by law. Employment decisions are based on qualifications, merit, and business needs.

Applicants needing special assistance or accommodations for interviews or website access should contact us at [email protected].

Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information included in an application, is collected, analyzed, and stored in our system.

Steno personnel will always contact you via a steno.com email or Rippling Recruiting. We conduct background checks only after an offer is extended. If you haven't received an expected communication, check your spam.

Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. Our People team makes all hiring decisions.

Minimum requirements

You're gonna crush it if:

You have roughly 1+ years of help desk, IT support, or comparable customer-facing technical experience (or an equivalent mix of coursework, certification, and hands-on practice) — this is an entry-level role, so advanced systems administration, security investigation, or scripting experience is not required

You're proficient in troubleshooting macOS and Windows environments and comfortable with SaaS provisioning, remote support tools, screen-sharing platforms, and MDM basics

You have familiarity with Google Workspace, Microsoft 365, and Zoom (including Zoom Phone) administration and troubleshooting

You have strong written communication skills suited to an async-first, fully remote environment, and can explain technical concepts to non-technical staff in plain, reassuring language

You have sound judgment about what to resolve at the first line versus when to escalate, and you write clear, structured handoffs when you do

You're security-minded, with working knowledge of phishing tactics and social engineering patterns, and comfort following documented escalation procedures

You have an Associate's or Bachelor's degree, a relevant certification like CompTIA A+, or equivalent practical experience

You're a collaborative team player who thrives on peer coverage, knowledge sharing, and managing multiple open tickets at once

Compensation & Benefits

Pay - $27-$36/hour

Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks

Healthcare Reimbursement - additional support to help offset out-of-pocket healthcare costs

Wellness/Mental Health - shared benefits to be used among employees and families

Flexible Paid Time Off - allowing employees to find balance in their lives

Options of Equity - we know our success is nothing without our team

Access to a company-provided 401(k) account

A home office setup and a monthly stipend to offset internet and phone costs

Languages

Help Desk Specialist

About the opportunity

Application Information

Minimum requirements

Compensation & Benefits

Show your skills.Get discovered.

More opportunities with one profile

Keep exploring

Service Desk Administrator

ServiceNow HR Managed Services Technical Consultant

Service Desk Technician