About Company
At EY, our purpose is Building a Better Working World. The insights and quality services we provide help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In doing so, we play a critical role in building a better working world for our people, for our clients and for our communities. EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. For more information about our organization, please visit ey.com. As a global leader in assurance, tax, transaction, and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer a reality.
Job Description
Are you a technology enthusiast with a passion for helping others? Do you thrive in a dynamic, problem-solving environment and excel at providing top-tier technical support? EY is seeking a dedicated and skilled IT Support Specialist to join our remote team, based out of the vibrant Silver Lake area of Los Angeles. This is an exceptional opportunity for an individual to leverage their technical expertise to support a diverse user base, ensuring seamless technology operations for our professionals who are driving innovation and delivering exceptional client service across the globe.
In this Work From Home role, you will be the first point of contact for EY employees experiencing technical difficulties, ranging from hardware and software issues to network connectivity and application support. Your ability to diagnose, troubleshoot, and resolve issues efficiently and effectively will be crucial. We are looking for someone who can not only fix problems but also communicate technical concepts clearly to non-technical users, ensuring a positive and productive user experience. You will manage a queue of support tickets, prioritize urgent requests, and provide timely updates to users, maintaining a high level of customer satisfaction. Our global team values collaboration and continuous improvement, so you’ll have opportunities to share your knowledge and contribute to refining our support processes and tools.
This position requires a proactive approach to IT support, where you’ll contribute to documentation, identify recurring issues, and suggest improvements to our processes and systems. You’ll be part of a collaborative global IT team, continuously learning and adapting to new technologies. EY is committed to fostering an inclusive environment where every individual is valued and empowered to achieve their full potential. If you are passionate about technology, dedicated to service excellence, and looking for a challenging yet rewarding remote role with a leading global organization, we encourage you to apply. Join us and contribute to ‘Building a Better Working World’ from the comfort of your home office in Silver Lake, Los Angeles.
Key Responsibilities
- Provide first-line technical support for hardware, software, network, and application issues via phone, email, chat, and remote assistance tools.
- Diagnose and resolve technical issues related to operating systems (Windows, macOS), productivity suites (Microsoft 365), and various business applications.
- Assist users with password resets, account lockouts, and multi-factor authentication issues.
- Troubleshoot network connectivity problems, including VPN, Wi-Fi, and remote access.
- Install, configure, and maintain software applications and system updates on user devices.
- Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
- Escalate complex issues to senior IT personnel or specialized teams when necessary.
- Contribute to the creation and maintenance of IT knowledge base articles and user guides.
- Educate users on best practices for IT security, data protection, and efficient use of technology.
- Participate in on-call rotation or provide after-hours support as needed to ensure continuous service.
Required Skills
- Minimum of 2 years of experience in IT help desk or technical support role.
- Proficiency in troubleshooting Windows 10/11 and macOS operating systems.
- Strong knowledge of Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams, SharePoint).
- Experience with remote support tools (e.g., TeamViewer, AnyDesk) and IT service management (ITSM) ticketing systems (e.g., ServiceNow, Zendesk).
- Basic understanding of network concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi connectivity).
- Excellent verbal and written communication skills with the ability to explain technical issues clearly to non-technical users.
- Strong problem-solving and analytical abilities with keen attention to detail.
- Ability to work independently, prioritize tasks, and manage time effectively in a remote work environment.
- Customer-centric approach with a focus on delivering exceptional user experience and service excellence.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- ITIL Foundation certification or equivalent experience with IT service management best practices.
- Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate).
- Experience with mobile device management (MDM) solutions (e.g., Microsoft Intune, Jamf).
- Familiarity with cloud platforms (e.g., Microsoft Azure, AWS) and their basic user functions.
Perks & Benefits
- Competitive salary and performance bonuses based on individual and company performance.
- Comprehensive health, dental, and vision insurance plans for employees and their families.
- 401(k) retirement plan with generous company match to support your financial future.
- Paid time off, including vacation, sick leave, company holidays, and personal days.
- Parental leave and family support programs to help balance work and personal life.
- Extensive professional development opportunities, including training, certifications, and mentorship programs.
- Tuition reimbursement program for continued education and skill enhancement.
- Employee assistance program (EAP) offering confidential support for personal and work-related challenges.
- Flexible work arrangements and a stipend to support your home office setup.
- Access to a global network of professionals, fostering collaboration and career growth.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant IT support experience, technical skills, and commitment to excellent customer service. We look forward to reviewing your application and exploring how you can contribute to our team at EY.