Job Descriptions:
About Infinite:
Infinite is a global leader in digital engineering and IT services, with over 20 years of experience driving digital transformation. We partner with leading Fortune 1000 companies to deliver innovative, scalable technology solutions that accelerate business outcomes.
With deep expertise in telecommunications, healthcare, banking, and finance, Infinite helps organizations optimize and modernize their technology landscapes to achieve long-term growth and efficiency.
Title : IT Helpdesk Engineer
Location : 3800 Kilroy Airport Way Ste 100, Long Beach, CA 90806 (Hybrid 3 days per week Mon, Tues, Wed Onsite)
Term : Fulltime
Job Description: IT Helpdesk Engineer Position
Summary:We are seeking a highly motivated and customer-oriented IT Helpdesk Engineer to join our IT support team. In this role, you will serve as the first point of contact for all technical issues, providing efficient and professional support to ensure smooth operations across hardware, software, and network systems. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a proactive approach to resolving IT challenges.
Key Responsibilities: Helpdesk SupportRespond to and resolve technical support requests via phone, email, or ticketing system. Diagnose and troubleshoot hardware, software, and network issues for end-users. Document incidents, resolutions, and updates in the ticketing system. Escalate complex technical issues to the appropriate teams or specialists when necessary. Hardware and Software ManagementAssist with the installation, configuration, and maintenance of end-user devices, including desktops, laptops, printers, and peripherals. Support software installations, updates, and license management. Maintain an accurate inventory of IT assets assigned to users. Network and System SupportPerform basic network troubleshooting, including connectivity and access issues.Ensure proper functioning of email, file-sharing, and collaboration tools. Support end-users with VPN and remote access solutions. User Training and CommunicationProvide guidance and training to users on IT systems, tools, and best practices. Communicate clearly and professionally to explain technical concepts to non-technical users.Documentation and ReportingMaintain knowledge base articles and documentation for common issues and solutions. Generate reports on helpdesk performance metrics, recurring issues, and user feedback. Proactive MaintenanceMonitor IT systems for potential issues and perform regular maintenance tasks.Collaborate with IT teams to roll out system updates, upgrades, and security patches.
Qualifications and Skills Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
Experience: 4+ years of experience in an IT helpdesk or technical support role. (Senior – 5+ yrs; regular 4+ yrs)Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk, or Jira).
Technical Skills: Proficiency in Windows and macOS operating systems.Basic knowledge of Active Directory, Office 365, and common IT tools.Experience with troubleshooting hardware (PCs, laptops, printers) and basic networking issues.
Soft Skills: Excellent verbal and written communication skills.Strong problem-solving and multitasking abilities.High level of patience, empathy, and customer service orientation.
