Golden Pet Brands
Sr.ITHelpDeskTechnician
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr. IT Help Desk Technician at Golden Pet Brands. Skills: IT Help Desk, Network administration, Cloud administration, Endpoint management. Serve as Tier 2 escalation point. Resolve complex hardware issues”
Industry & Context.
Complex troubleshooting; Root cause analysis; Troubleshooting
Occasional off-hours availability
What They're Looking For.
Must Have
5+ years helpdesk experience, Senior or escalation technician experience, Expert Mac, Windows, iOS, Android proficiency, Cloud platforms administration experience, Networking understanding, Cisco Meraki networks administration experience, Endpoint management / MDM experience, Ability to mentor technicians, High school diploma or GED
Nice to Have
Associate's or Bachelor's degree, Meraki Solution Specialist certification, Cisco networking certification, Multi-site office network deployment support, Active Directory administration, Entra ID administration, Distribution center operations experience, Multi-site corporate environments experience, Azure admin experience, Intune deployment experience, NetSuite support experience, Salesforce support experience, Scripting experience, ITIL service management familiarity, Security tooling experience
What You'll Do.
Serve as Tier 2 escalation point
Resolve complex hardware issues
Resolve complex software issues
Resolve complex network issues
Resolve complex identity issues
Resolve complex systems issues
Take ownership of high-impact tickets
Drive tickets to resolution
Communicate ticket status
Mentor junior technicians
Coach junior technicians
Provide technical guidance
Shadow junior tickets
Contribute to onboarding
Contribute to IT projects
Administer cloud platforms
Administer SaaS platforms
Administer identity/access tools
Troubleshoot Cisco Meraki infrastructure
Configure Meraki VLANs
Configure Meraki SSIDs
Configure content filtering
Configure traffic shaping
Configure group policies
Configure firewall rules
Monitor network health
Investigate network alerts
Investigate performance issues
Investigate network outages
Maintain wired connectivity
Maintain wireless connectivity
Support ZTNA services
Support VoIP services
Support DHCP services
Support printing services
Support core network services
Coordinate network changes
Provide remote support
Manage new hire onboarding
Manage employee termination
Perform access reviews
Identify recurring issues
Design permanent fixes
Document permanent fixes
Implement permanent fixes
Author technical documentation
Maintain knowledge base articles
Manage planned changes
Coordinate change communication
Coordinate change scheduling
Verify planned changes
Provide conference room support
Support collaborative workspaces
Support audiovisual systems
Evaluate hardware solutions
Evaluate software solutions
Recommend hardware acquisitions
Recommend software acquisitions
Recommend lifecycle upgrades
Partner on security initiatives
Partner on infrastructure initiatives
Partner on applications initiatives
Monitor ticket queue health
Identify ticket trends
How You'll Work.
Team & Collaboration
Infrastructure teams; Engineering teams; Security teams; Applications teams
Communication Scope
Technical concepts; Written skills; Verbal skills
Process & Methodology
Project planning, Project execution, Project closure
Full Job Description
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
Applying for this Sr. IT Help Desk Technician role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Golden Pet Brands?
Real rants from real employees. Read before you apply.