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Job Title: Tier 2 / Tier 3 IT Support Technician (SCCM)
Overview
We are seeking an experienced Tier 2 / Tier 3 IT Support Technician with strong Microsoft SCCM (System Center Configuration Manager) skills to join our technical support team. The ideal candidate is a problem-solver who thrives in a fast-paced environment, has excellent communication skills, and possesses advanced troubleshooting abilities across desktops, servers, networks, and enterprise management systems.
Key Responsibilities
Technical Support & Troubleshooting
Provide advanced Tier 2 / Tier 3 support for end-user devices, software, network connectivity, and infrastructure systems.
Diagnose and resolve escalated issues from Tier 1 / Tier 2 teams, ensuring minimal disruption to business operations.
Manage incidents and service requests through the ITSM platform, following established workflows and SLAs.
Perform root-cause analysis and recommend long-term remediation and prevention strategies.
SCCM Administration
Deploy, maintain, and optimize SCCM infrastructure, including distribution points, site servers, and management consoles.
Build and manage SCCM packages, applications, task sequences, OS deployments (OSD), patching schedules, and compliance baselines.
Monitor and troubleshoot SCCM client health, deployments, and reporting.
Automate deployment and configuration tasks using PowerShell or similar scripting tools.
Endpoint & System Management
Support Windows 10/11, Microsoft 365, Active Directory, Azure AD/Entra ID, and Group Policy.
Manage endpoint security tools, antivirEDR, and disk encryption solutions.
Assist with lifecycle management of end-user hardware and software.
Maintain workstation images, drivers, BIOS/firmware updates, and standard configurations.
Infrastructure & Network Assistance
Support basic to intermediate network troubleshooting (DNS, DHCP, VPN, Wi-Fi, routing).
Assist with server maintenance tasks (Windows Server updates, logs, permissions, monitoring).
Collaborate with systems and network engineers to resolve higher-level escalations.
Required Qualifications
3+ years of experience in Tier 2 / Tier 3 IT support or similar technical role.
Hands-on experience administering Microsoft SCCM / MECM (application packaging, OSD, patching, monitoring).
Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
Proficiency with scripting (PowerShell preferred).
Solid understanding of networking fundamentals and endpoint security.
Excellent communication, documentation, and customer-service skills.
Preferred Qualifications
Experience with Intune / Microsoft Endpoint Manager.
Experience with virtualization technologies (Hyper-V, VMware).
Familiarity with ITIL practices and ticketing systems (ServiceNow, Jira, etc.).
Relevant certifications such as CompTIA Network+, Security+, Microsoft MD-102/MD-100, or equivalent.
Key Attributes
Strong analytical and troubleshooting mindset.
Ability to work independently and handle escalations efficiently.
Detail-oriented with strong organizational and documentation skills.
Customer-focused, with the ability to communicate technical concepts to non-technical users.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
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