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- This is a 12month contract position on W2, will be expected to renew if the candidate does a good job!
- Start ASAP
- Hybrid on site in Irvine, CA. 3 days in office, 2 days remote
We are looking to add an IT ServiceDesk engineer (L2/L3) to our helpdesk team - here are the requirements:
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As an IT Support/ServiceDesk Analyst, you will serve as the primary point of contact for internal end-user technical support, troubleshooting hardware, software, and network issues. The ideal candidate will have strong technical diagnostic capabilities with a customer-first approach, ensuring that all end user technology infrastructure operates efficiently and securely.
key responsibilities of the role:
- Incident Management and user support: Respond to incoming support requests and trouble tickets via phone, email, chat, or in-person with speed and professionalism.
- Diagnostics & Troubleshooting: Diagnose and resolve software, hardware, peripheral, and basic network connectivity faults.
- System Provisioning: Image, configure, and deploy new workstations, laptops, and mobile devices for employee onboarding.
- Access & Identity Management: Manage user account creations, modifications, terminations, and permission settings in Azure Active Directory or Microsoft Entra ID.
- Maintenance & Patching: Perform routine system updates, security patches, and application upgrades across endpoints.
- Documentation: Record all troubleshooting steps, asset configurations, and resolutions accurately within the IT ticketing system (ServiceNow)
- Escalation: Escalate complex or unresolved infrastructure and security issues to senior engineering teams or external vendors following standard protocols.
- Asset Tracking and Management: Track and upkeep of all hardware and software inventory; maintain CMDB (asset management database) and provide asset reporting.
- Audio-Visual and Conference Room Technology: Support audio-visual systems and meeting room technologies, including Zoom and Microsoft Teams.
Technical Requirements:
- 5+ years of hands-on experience in an IT support, help desk, or desktop engineering role (associate or bachelor's degree in computer science, Information Systems, or related field preferred)
- Proficiency with Windows and macOS operating systems, Microsoft 365 administration, and basic TCP/IP networking concepts.
- Hands-on expertise in troubleshooting end-user devices (laptops, macs, mobile etc.)
- Familiarity with Active Directory, DHCP/DNS, and remote desktop support utilities.
- ServiceNow (ITSM platform) experience is required
- Good knowledge of endpoint security, antivirus, and vulnerability management
- Ability to setup workspaces - laptops, monitors etc, and ability to lift these IT systems
- Excellent verbal and written communication skills with an ability to explain technical fixes clearly to non-technical staff.
- Relevant industry credentials such as CompTIA A+, Network+, Microsoft Certified Professional, or CCNA.
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, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.
