IT Desktop Support Technician - Tier I

Overview:
Fuel Cycle is the Unified AI-Native Insights Platform empowering the worlds leading brands to make faster smarter decisions through real-time consumer intelligence. With our flagship Autonomous Insights engine robust Communities and cutting-edge UX solutions we equip executives with the insights they need to shape strategy spark innovation and stay ahead.

Were looking for a technically savvy and solutions-driven IT professional to join our Los Angeles office in a hands-on role that blends core systems support with forward-looking AI integration. The IT Desktop Technician will be responsible for providing technical support and helpdesk assistance to internal customers both remotely and in the office. The roles primary intention is to ensure staff satisfaction troubleshooting technology issues and providing other technical services. The technician will serve as the first point of contact for customers seeking technical assistance over the ticketing system over the phone video calls or email and perform remote troubleshooting through diagnostic techniques and pertinent questions and determine the best solution based on the issue and details provided by customers. They will also walk the customer through the problem-solving process direct unresolved issues to the next level of support personnel provide accurate information on IT products or services record events and problems and their resolution in logs follow-up and update customer status and information pass on any feedback or suggestions by customers to the appropriate internal team and identify and suggest possible improvements on procedures.

As part of our Technology team youll be playing a critical support role in ensuring secure and seamless infrastructure operations from system configuration user access and cybersecurity to helping cross-functional teams deploy and adopt AI tools responsibly and effectively. Youll be instrumental in troubleshooting and automating workflows maintaining compliance and enabling a high-performing AI-ready workplace.

This opportunity is perfect for someone whos curious collaborative and excited about applying emerging technologies to drive strategic impact. If youre passionate about IT and want to be part of a fast-paced AI-native company thats transforming how insights fuel business decisions Fuel Cycle is the place for you.

Key Responsibilities:

Technical Support & Troubleshooting

• An IT Helpdesk Technician Tier 1 plays a crucial role in ensuring the smooth functioning of an organizations IT infrastructure to maintain the productivity of the company and ensure customers are satisfied with the service they receive.

• In addition to providing technical support IT Helpdesk Technicians also record events and problems and their resolution in logs follow-up and update customer status and information pass on any feedback or suggestions by customers to the appropriate internal team and identify and suggest possible improvements on procedures. By doing so they help to improve the overall efficiency of the organization and keep the business running smoothly.

Assisting System Administration and Cybersecurity Operations

• While providing assistance to support day-to-day sysadmin and security you will have the opportunity to be involved and learn various aspects of operations:

• User Access & Identity Management

• Systems Installation Configuration & Maintenance

• Security Monitoring & Risk Management

• Data Protection & Recovery

• AI Enablement & Cross-Functional Support

Documentation & Knowledge Management

• Maintaining comprehensive documentation of system configurations procedures and troubleshooting guides.

Your Success Metrics:

• Successful candidates will be able to meet conventional desktop support metrics and KPIs to ensure timely and accurate ticket execution problem resolution and CSAT scores.

Who youll work with

• Provide troubleshooting and request fulfillment to our internal customers at Fuel Cycle

• Conducting onboarding orientation to new hires and collaborating with HR for offboarding

• Internal IT and other departments

• Cross-functional teams on artificial intelligence

• This is a hands-on role that requires physical presence in our Los Angeles office

Core Skills Competencies & Attributes:

• Troubleshooting Skills Customer Service Experience

• Takes initiative in resolving technical challenges and preventing future issues.

• Ensures accurate configuration documentation and compliance across systems and tools.

• Microsoft Network and M365 administration background (Office 365 Productivity Suite)

• Working knowledge of Windows and Macs Operating System

• Working knowledge of IT Ticketing Platform

What youll bring:

• Proven experience as a help desk technician or other customer support role

• Good understanding of computer systems mobile devices and other tech products

• Ability to diagnose and resolve technical issues

• Proficiency in English

• Excellent communication skills

• Customer-oriented and cool-tempered

Preferred but Not Required

• CompTIA A Certification

• Network Certification

Benefits:

• Health/Dental/Vision Insurance

• 401k match

• Equity Purchase Option

• Flexible Work Schedule

• 15 Vacation Days 7 Sick Days annually

• 12 Company Holidays 4 Floating Holidays/Recharge Days (giving you the flexibility to celebrate or observe non-standard holidays or take time to rest and recharge)

• Parental Leave

• Monthly Internet/Phone Stipend

• All Team Perks: many including: Rightway Headspace & more

• LA & NY HQ Perks: Weekly community lunches refreshments & snacks

• Pet Friendly HQs

This position pays between $65000 - $70000 base salary bonus. Your final base salary will be determined based on location work experience skills knowledge education and/or certifications.

This position requires full-time on-site presence at our Los Angeles HQ Monday through Friday.

About Fuel Cycle:

Fuel Cycle accelerates decision intelligence for legendary brands. We achieve this by enabling organizations to capture analyze and act on insights required to launch new products acquire customers and gain market share. By leveraging the Research Engine which powers leading insight communities brands forge connections with their key audiences and harness actionable insights that drive confident business decisions.

At Fuel Cycle we embrace the values of diversity equity and inclusion and are committed to fostering an inclusive company culture. We believe that everyone regardless of their background or identity should have equal access to opportunities for growth and advancement. Our selection processes and career pathways are designed to be fair transparent and free from bias. We value the unique perspectives and contributions of each team member knowing that this diverse range of experiences strengthens our team. Fuel Cycle stands firmly against discrimination based on disability sex race gender identity sexual orientation religion national origin age veteran status or any other protected status under the law.

Fuel Cycle is an equal opportunity employer and fully comply with the Americans with Disabilities Act (ADA). We will provide reasonable accommodations for qualified applicants and employees with disabilities as needed to enable them to perform the essential functions of their job and participate in the application and interview process. If you require accommodations during any part of the application process pleasecontact usat to discuss your needs.