Job Description
Job DescriptionEmployment Type: Contract (6 months, with potential to extend)
Work Location: Onsite - 5 days per week
Location: Emeryville, CA
About the Role
We are seeking a Service Desk Technician - Level 1 to provide frontline technical support to internal end users. This role is responsible for delivering timely, professional, and customer-focused IT support across hardware, software, and system-related issues. The ideal candidate is service-oriented, detail-focused, and motivated to achieve first-touch resolution whenever possible while adhering to established SLAs.
In this role, you will support users via phone, email, web portal, and chat, troubleshoot technical issues, escalate when appropriate, and provide both remote and hands-on desktop assistance as needed.
Key Responsibilities
- Provide first-contact support for incoming service desk requests via phone, email, web portal, and chat
- Deliver excellent customer service through active listening, empathy, and clear communication
- Own tickets end-to-end from initial contact through resolution, ensuring timely updates and SLA compliance
- Strive for first-touch resolution by diagnosing and resolving issues during the initial interaction when possible
- Escalate issues with clear, actionable troubleshooting details to next-level support teams
- Provide remote and desktop-level hands-on support using available tools
- Submit and track escalated issues with third-party vendors as needed
- Draft and distribute professional communications related to system maintenance, outages, or service interruptions
- Contribute to knowledge base articles and troubleshooting documentation
- Suggest process and service improvements to enhance support quality
- Send communications to end users, including retail locations, regarding IT system maintenance and outages
Required / Preferred Qualifications
- 1+ year of experience in a technical support or service desk role (preferred)
- Strong customer service and communication skills
- Experience working in a team-oriented, collaborative environment
- Familiarity with ticketing systems and SLA-driven support environments
- Basic knowledge of computer hardware and desktop troubleshooting
- Experience supporting Windows desktop environments and Microsoft Office
- Exposure to POS (Point of Sale) systems is a plus
- IT-related certifications are a plus (not required)
Why This Role
This is a great opportunity for someone looking to build or strengthen their IT support experience in a professional, fast-paced environment. The role offers hands-on exposure, strong team collaboration, and the potential to extend beyond the initial 6-month contract based on performance and business needs.
Pay Details: $22.00 to $27.00 per hour
Search managed by: Eben Mahoney
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.