Service Desk Support Technician II

We are seeking a skilled and customer-focused onsite Service Desk Support Technician to join our IT team. The ideal candidate will be responsible for providing on-site and remote technical support, resolving desktop and application related issues for internal users, as well as Service Now application related support. This position combines traditional service desk duties, hands-on desktop support, and Service Now application support.

• Respond to incoming support requests via ticketing system or in person.
• Troubleshoot and resolve hardware, software, and wifi/network connectivity issues for desktops, laptops, and peripheral devices (printers, scanners, etc.).
• Provide support for Microsoft Windows OS, Microsoft 365, and common enterprise applications.
• Install, configure, and maintain desktop operating systems and software applications.
• Audit user accounts, permissions, and group memberships in Active Directory.
• Set up laptops for new users during remote onboardings, including MFA setup and software installations.
• Escalate unresolved issues to higher-level technical teams when necessary.
• Document issues, troubleshooting steps, and resolutions within the ticketing system.
• Responsible for IT asset inventory management and tracking for the Irvine site.
• Follow standard operating procedures and contribute to knowledge base documentation.
• Ensure timely and professional communication with end-users throughout the support process.
• Submit tickets for Service Now application enhancement requests and work with the Service Now team on QA and testing.
• Participate in IT projects as needed.
• Engage with vendors and service providers as needed

• 1-3 years of experience in IT support, help desk, or desktop support roles.
• Strong knowledge of the Service Now ticketing system, ability to create filters, reports, and dashboards is preferred.
• Strong knowledge of Microsoft Windows OS, Office 365, and common desktop applications.
• Knowledge of MFA setup and troubleshooting.
• Strong knowledge of AD Manager and AD Audit, experience auditing user accounts, distribution lists, etc.
• Knowledge of MS Teams.
• Basic networking skills.
• Experience with remote support tools, Bomgar preferably.
• Excellent troubleshooting and problem-solving skills.
• Strong verbal and written communication abilities.
• Strong organization and prioritization skills.
• Customer focused mindset with the ability to remain calm under pressure

• Operating Systems:
  
  
  
  
  • Microsoft Windows OS (installation, configuration, troubleshooting)
  
  
• Applications:
  
  
  
  
  • Microsoft Office 365 (including Outlook, Word, Excel, Teams, etc.)
  • Common enterprise/desktop applications
  
  
• ServiceNow:
  
  
  
  
  • Ticketing system usage
  • Creating filters, reports, dashboards
  • Submitting enhancement requests and QA testing support
  
  
• Active Directory (AD):
  
  
  
  
  • User account management
  • Group memberships and distribution lists auditing
  • Experience with AD Manager and AD Audit
  
  
• Remote Support Tools:
  
  
  
  
  • Bomgar (preferred) or similar remote support platforms
  
  
• Networking:
  
  
  
  
  • Basic network troubleshooting (Wi-Fi, connectivity issues)
  
  
• Security & Authentication:
  
  
  
  
  • MFA setup and troubleshooting
  
  
• IT Asset Management:
  
  
  
  
  • Inventory tracking and updates
  
  

Soft Skills

• Troubleshooting & Problem-Solving:
  
  
  
  
  • Ability to diagnose and resolve hardware/software/network issues independently
  
  
• Communication:
  
  
  
  
  • Clear verbal and written communication with end-users and team members
  
  
• Organization & Prioritization:
  
  
  
  
  • Managing multiple support tickets and tasks efficiently
  
  
• Customer Service Orientation:
  
  
  
  
  • Patient, calm, and professional demeanor
  • Focused on providing timely and helpful support
  
  
• Team Collaboration:
  
  
  
  
  • Work with vendors, cross-functional IT teams, and participate in IT projects
  
  

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.


Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.



Qualified applicants in the unincorporated areas of Los Angeles County with criminal histories will be considered for employment in accordance with the Los Angeles County's Fair Chance Ordinance for Employers.



We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.