IT Help Desk Support Specialist

Desktop Support Technician II

Location: Irvine, CA

Department: Information Technology

Reports To: IT Manager

Position Summary

We are seeking a skilled and customer-focused Desktop Support Technician II 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.

Qualifications:

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field; equivalent experience may be considered.
• 3+ years of desktop support, help desk, or technical support experience.
• Strong experience supporting Windows 10/11 operating systems.
• Experience with Microsoft 365 administration and troubleshooting.
• Knowledge of Active Directory, Group Policy, and user account administration.
• Experience supporting printers, mobile devices, and standard office technologies.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN connectivity.
• Experience working with IT ticketing and service management platforms.
• Excellent troubleshooting, analytical, and customer service skills.
• Strong verbal and written communication abilities.

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.

Compensation

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