Position Summary
We are seeking a skilled and customer-focused Desktop Support Technician to provide advanced technical support for end users across the organization. This role serves as a primary escalation point for Tier I support issues and is responsible for troubleshooting hardware, software, network connectivity, and endpoint-related issues. The ideal candidate will possess strong technical expertise, excellent customer service skills, and the ability to work independently in a fast-paced environment.
Key Responsibilities
- Provide Tier II support for desktops, laptops, mobile devices, printers, and related peripherals.
- Diagnose and resolve complex hardware, software, operating system, and application issues.
- Install, configure, maintain, and upgrade workstations, software, and equipment.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Manage user accounts, permissions, and access within Active Directory and Azure Active Directory (Entra ID).
- Assist with onboarding and offboarding activities, including equipment deployment and account provisioning.
- Troubleshoot network connectivity issues, including VPN, Wi-Fi, and basic LAN/WAN problems.
- Document incidents, resolutions, and procedures within the IT ticketing system.
- Escalate issues to appropriate teams when necessary and track resolution through completion.
- Maintain inventory of IT assets and assist with technology refresh initiatives.
- Support conference room technology, audio/video equipment, and meeting room setups.
- Participate in after-hours support, maintenance activities, and on-call rotations as required.
- Follow company security policies and assist with endpoint compliance initiatives.
Desired Skills
- Microsoft Intune device management and endpoint administration.
- Azure Active Directory (Microsoft Entra ID).
- Endpoint security platforms such as Microsoft Defender.
- PowerShell scripting and automation.
- Experience supporting hybrid and remote workforce environments.
- Knowledge of imaging and deployment technologies (Autopilot, SCCM/MECM).
- Ability to prioritize multiple requests and meet service-level objectives.
- Strong documentation and process improvement skills.
- Experience supporting executive-level users.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related discipline.
- Industry certifications such as:
- CompTIA A+
- CompTIA Network+
- Microsoft Certified: Modern Desktop Administrator Associate
- Microsoft 365 Certified: Endpoint Administrator Associate
- ITIL Foundation
- Experience in a mid-sized or enterprise corporate environment.
- Familiarity with cybersecurity best practices and compliance standards.
- Experience with VoIP systems and collaboration technologies.
Physical Requirements
- Ability to lift and transport equipment up to 50 pounds.
- Ability to move throughout office environments and perform hands-on hardware support.
- Ability to work on-site in Irvine, CA and travel between local office locations if needed.