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SalaryCore Digital Media brands empower people to improve their financial lives every day. We are one of the largest advertisers on the internet and tens of millions of people come to our sites each month. We have helped many of them save thousands of dollars off of a variety of recurring expenses such as their mortgage, insurance premiums, credit card fees, etc. Our websites include LowerMyBills.com and QuickenLoans.com, and they provide our consumers with valuable content, tools, service providers and solutions as they navigate some of life's biggest financial decisions.
Core Digital Media is a proud member of the Rocket Companies family [“RKT” on NYSE] and works in close partnership with its sister companies Rocket Mortgage, Rocket Homes, Rocket Loans and Rocket Money. These companies are all market leaders in their industries and are obsessed with helping their clients achieve the dream of homeownership and financial freedom.
Core Digital Media is committed to building and maintaining a culture of diversity, equity and inclusion, where all are welcomed and have the opportunity to flourish in their careers.
We are looking for an IT Support Technician to work with our Help Desk and IT Operations Team in our modern technology hybrid environment. We need assistance in Tier1 helpdesk support both in the office and remote (based on schedule), preparing equipment for our new team members, as well as support with IT initiatives and new rollouts. Experience with both Macs & PCs is required, leaning more towards Macs. Security is an important part of this position, and being security first and security minded is critical. Candidate must have excellent attention to detail, troubleshooting skills, the ability to work autonomously as well as in a team. Must possess the ability to stay focused on assigned projects while prioritizing helpdesk requests.
Responsibilities
- Tier 1 Helpdesk support: 9am-6pm Monday - Friday
- Serve as first point of contact for all helpdesk support requests
- Monitor and respond to IT requests via Slack Channel: Ask-IT
- Monitor and respond to Tier1 Jira tickets
- You will always have the ability to escalate or ask for help
- In person Office IT support: Tuesdays & Wednesdays 9:30am-5:30pm (WFH Mon/Thur/Fri)
- Potential visits to the office may be required on other week days
- Setup and Configure PC and Mac laptops for new hires & equipment refreshes
- Experience with computer imaging /deployment
- A good understanding of Microsoft Windows 11, MacOS and Microsoft Office 0365
- Mac Support & Troubleshooting
- Capable of working in M365 Admin systems: Entra ID, Intune, Exchange, Defender
- Document, track and monitor tickets to ensure a timely resolution
- Ability to clearly document processes and configurations
- Respond to Slack, emails and Jira requests for tech assistance
- Inventory management with detailed updates for every piece of equipment moved
- Confident with Installing applications, software updates and patches
- Ability to work independently and remotely with strong attention to detail
- Ability to lift 50 lbs and or ability to relocate office equipment
- Configure, troubleshoot, isolate, repair and resolve customer desktop issues including desktop/laptop hardware and software, mobile devices, printers/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment.
- Potentially provide after-hours support as part of an on-call rotation or projects
Experience
- Minimum of 3 years’ experience in a technical support role
- Experience with Office 365 (M365) Admin Portals: Entra ID, Intune, Exchange
- Experience with SharePoint/OneDrive
- Experience working with & troubleshooting Macs
- Experience with JAMF Pro or similar apple MDM
- Experience with Jira or experience with a similar ticketing system
- Experience with Conference Room Solutions/AV
- Microsoft Active Directory & Entra ID knowledge
This role is eligible for a 10% annual bonus as well as benefits (medical, dental, vision and 401K)
Please note: this is not a remote role and requires you to be in our Los Angeles office 2 days per week
Core Digital Media an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Core Digital Media is committed to diversity, equity and inclusion and the principle of equal employment opportunity for all employees. CDM provides employees with a work environment free of discrimination and harassment.
