Help Desk Technician - On-Site HQ (Los Angeles)

Job Title: Help Desk Technician
Reports To: Technical Account Manager

About the Job

Full Time, In Office (9AM – 6PM Shift) / Hourly / Includes Benefits, PTO

Be Structured Technology Group (BSTG) is seeking a Helpdesk Technician to join our growing Service Desk Team in Los Angeles, CA. This is an entry-level, client-facing technical role where you’ll serve as the first point of contact for client IT issues.

This position emphasizes customer service excellence while providing foundational IT support. You will troubleshoot and resolve common IT issues, document all work in the ticketing system, and escalate complex problems to System Administrators when appropriate. This role is ideal for candidates with strong customer service backgrounds (hospitality, food service, retail, etc.) who are eager to build a career in IT.

Relates Closely With: Customer Success Coordinator, System Administrators, Account Managers

Essential Duties and Responsibilities:

• Serve as the first line of support for client IT requests via phone, email, chat, or remote session.
• Provide empathetic, professional, and patient customer service, even working with frustrated users.
• Resolve common, documented, process-driven issues, and gather information from clients or systems to support effective troubleshooting.
• Document all activities in the PSA/ticketing system with clarity and accuracy.
• Escalate unresolved or complex issues to System Administrators as needed.
• Support onboarding/offboarding processes, including account creation, permissions, and PC setup.
• Contribute to the knowledge base, creating documentation for recurring solutions and quick fixes.
• Collaborate with the Customer Success Coordinator to ensure clear client communication and service alignment.
• Follow established processes and meet response/resolution service level agreements (SLAs).
• Serve as an on-call technician as assigned to support priority one tickets.

You’ll know you’re successful as a Help Desk Technician when:

• Clients describe their support experience as helpful, empathetic, and professional.
• Common IT issues are resolved quickly and documented thoroughly.
• Tickets are consistently logged and updated to provide visibility for escalations and reporting.
• You collaborate effectively with Customer Success and technical staff to keep clients reassured throughout the support process.
• System Administrators trust you to handle front-line support, enabling them to focus on escalations and project work.
• You demonstrate a willingness to learn and apply feedback, showing readiness for advancement.
• Your contributions lead to higher client satisfaction scores and improved team KPIs.

Required Qualifications:

• Demonstrated customer service experience (hospitality, food service, retail, call center, etc.).
• Proven ability to manage difficult or frustrated clients with professionalism and empathy.
• Strong communication skills, both written and verbal.
• Basic computer literacy and eagerness to develop technical skills.
• Attention to detail in documentation and organizational habits.

Preferred Qualifications:

• Entry-level IT support experience, coursework, or certifications.
• Familiarity with Windows operating systems, Microsoft 365, and basic networking.
• CompTIA A+ or IT Fundamentals certification (completed or in progress).
• Experience with PSA/ticketing or remote monitoring tools.

Physical Role Requirements:

• This is in-office.

• All verbal communications must be followed by written records for documentation tracking.
• Ability to lift up to 35 lbs. for occasional equipment transport and set up.
• Quantity of sitting/standing/reaching/bending/lifting varies depending on the day's work schedule.
• Standard office equipment (telephone, computer workstation, printer, copier, scanner, calculator).

Comp/Benefits:

• Medical, dental, vision, basic life, AD&D, and disability insurance
• Enrollment in our company's matching 401(k), subject to eligibility requirements
• PTO, sick days, eight paid holidays
• Commuter benefit ($250/month)

About Us

Be Structured Technology Group is a leading provider of innovative, reliable, and secure managed IT and cybersecurity solutions that empower businesses to achieve their core objectives without technological hindrances. Our mission is to handle customers' technology needs with precision and care, ensuring a secure and efficient digital environment that drives growth, enhances productivity, and provides peace of mind. Committed to core values such as integrity, excellence, and maintaining a growth mindset, Be Structured delivers exceptional value, builds lasting partnerships, and keeps customers confident that their IT solutions are in safe hands.

Be Structured Technology Group is an equal-opportunity employer. We strive for a workplace that reflects our communities and does not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status.

NOTE: The statements above are intended to describe the general nature and level of work involved in this job and are not intended to represent an exhaustive list of responsibilities, qualifications, work environment, and/or physical demands. You will be required to perform other duties as assigned.