Sr. IT Help Desk Technician

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Creating a world where pets live longer, healthier lives, from their very first meal. Learn more about our brands. We're Looking For A(n): Sr. IT Help Desk Technician Location: Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA) What You'll 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 team's 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 don't 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 lifecy

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