Job Description

About SuperOrdinary 

At SuperOrdinary, we're the driving force behind the global success of today's most exciting consumer brands. We're not just an agency; we're a dynamic growth partner and marketplace expert, connecting brands like Disney, H&M, Laneige, Touchland, Glow Recipe, and Peter Thomas Roth with creators and consumers worldwide. Our team of e-commerce and social commerce gurus empowers brands to build influence, scale their global sales channels, and forge meaningful connections.

We're at the forefront of the social commerce revolution, with a proven track record of explosive growth for brands on TikTok Shop and other innovative platforms. harnessing the power of short video, livestreaming to create engaging shopping experiences that seamlessly integrate e-commerce and entertainment.

We are seeking an experienced, service-oriented IT Helpdesk Specialist to join our team in Los Angeles and support employees across our organization from our main office. This role will serve as a senior technical resource for end user support, helping to deliver reliable, responsive, and high-quality IT experience for both onsite and distributed team members. 

The ideal candidate is a hands-on IT professional with strong troubleshooting ability, sound judgment, and a customer first mindset. This person will handle complex technical issues, support core business systems, improve support processes, maintain documentation, and help guide day to day helpdesk operations. This role will also provide direction and support to junior helpdesk team members while helping elevate the overall quality and consistency of IT support. 

What You Will Do 

• Provide advanced technical support for hardware, software, account access, collaboration tools, and basic network related issues across Windows and Mac environments
• Serve as the escalation point for complex or unresolved support issues and drive them through to resolution with clear communication and strong follow through
• Support day to day helpdesk operations by helping prioritize incoming requests, monitoring ticket progress, and ensuring timely and effective response to employees
• Administer and troubleshoot core workplace systems including Microsoft 365, Slack, and other productivity and collaboration tools
• Support user provisioning, access changes, permissions management, and account troubleshooting across business applications and internal systems
• Lead technical onboarding activities for new hires, including account setup, device preparation, workstation readiness, and access to required tools and systems
• Manage offboarding activities by ensuring timely deactivation of accounts, removal of access, and proper collection or reassignment of company equipment
• Support the setup, maintenance, troubleshooting, and lifecycle management of laptops, desktops, peripherals, mobile devices, and other employee technology
• Use remote support and endpoint management tools to monitor devices, support patching, troubleshoot issues, and improve system reliability
• Create, maintain, and improve internal IT documentation, standard operating procedures, support articles, and end user guides
• Identify recurring support issues and recommend improvements to workflows, documentation, tools, and service practices to improve efficiency and user experience
• Partner with internal teams and external vendors as needed to resolve issues, coordinate support activities, and maintain a dependable technology environment
• Support office technology needs in the Los Angeles headquarters, including employee workstation support, conference room technology, and general onsite troubleshooting
• Provide day to day guidance to junior helpdesk team members by sharing best practices, helping with prioritization, and contributing to a consistent support standard across the team

Qualifications 

• 5 or more years of experience in IT helpdesk, desktop support, or technical support roles
• Experience serving as a senior escalation point for end user support issues in a fast-paced business environment
• Strong hands-on experience supporting Microsoft 365, Slack, and other workplace productivity tools
• Strong working knowledge of Windows and macOS environments
• Experience with device support, account administration, permissions management, onboarding, and offboarding processes
• Familiarity with remote support tools, endpoint management platforms, and ticketing systems
• Experience with NinjaOne or similar remote monitoring and management tools is preferred
• Solid understanding of basic networking concepts and general business technology support practices
• Excellent troubleshooting and problem-solving skills with the ability to manage multiple priorities effectively
• Strong written and verbal communication skills with the ability to support both technical and nontechnical users
• Strong organizational skills, attention to detail, and commitment to documentation and process improvement
• Ability to work independently while also contributing positively to a team-oriented support environment

Preferred Characteristics 

• Comfortable balancing hands-on technical support with broader operational improvement responsibilities
• Able to remain calm and effective during urgent or high impact support situations
• Service minded, dependable, and responsive with a strong sense of ownership
• Interested in improving systems, streamlining workflows, and creating a better employee support experience
• Capable of providing informal leadership and guidance without needing a formal manager title

Physical Requirements

• Ability to lift and carry equipment up to 25–50 pounds (e.g., laptops, desktops, monitors, and peripherals), with or without reasonable accommodation
• Ability to move, install, and set up IT equipment in office environments, including under desks and in confined spaces
• Ability to bend, kneel, crouch, and occasionally crawl to access cabling and hardware
• Ability to stand or walk for extended periods during onsite support activities
• Ability to use hands and fingers to handle, connect, and configure technical equipment
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role

Why This Role Matters 

This role is important to the continued growth and stability of our IT support function. The Senior IT Helpdesk Specialist will help strengthen day-to-day operations, improve service quality, support employees more effectively, and bring greater structure and maturity to the helpdesk experience across the organization.

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