L1/L2 IT Service Desk Technician

This is a fully remote position, open to applicants in California.

📋 Description

• Act as the primary point of contact for incoming issues via ticketing system, phone, chat, or in-person inquiries.

• Address password resets, account lockouts, printer issues, basic software malfunctions, and connectivity interruptions.

• Record, categorize, and prioritize tickets using Jira, HaloPSA, or a comparable ticketing platform.

• Identify and resolve escalated software, hardware, and technical challenges.

• Conduct root cause analysis on recurring incidents to prevent future occurrences.

• Forward complex issues to senior engineers, providing comprehensive troubleshooting documentation.

• Provision and set up laptops, workstations, and mobile devices, including imaging and MDM enrollment.

• Implement operating system updates and deploy enterprise software packages.

• Carry out hardware repairs or coordinate warranty replacements with vendors as necessary.

• Troubleshoot local Wi-Fi, Ethernet, VPN, routers, switches, and access points.

• Manage network printers, VOIP phones, and video conferencing tools.

• Create, modify, and offboard user accounts through Active Directory or Okta.

• Ensure that endpoint protection, disk encryption, and multi-factor authentication are enabled and up to date.

• Assist in file backups and recovery of lost data.

• Draft and update standard operating procedures (SOPs) and knowledge base articles for the internal IT team.

• Develop how-to guides for non-technical staff to encourage self-service and minimize repeat tickets.

⛳️ Requirements

• Demonstrated experience supporting Windows 10/11, macOS, Windows Server, and Linux (Ubuntu/CentOS).

• Familiarity with Microsoft 365, Google Workspace, AWS, and Azure.

• Experience using Jira, HaloPSA, and remote desktop/RMM tools.

• Proficiency in troubleshooting hardware, software, network, and connectivity problems.

• Knowledge of Active Directory or Okta for identity management.

• Understanding of endpoint protection, disk encryption, and multi-factor authentication (MFA).

• Capability to document troubleshooting processes, write SOPs, and create knowledge base articles.

• Skill in explaining complex technical concepts in an easily understandable manner.

• CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation certification is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and certification reimbursement.

• Flexible work hours and remote work options.

• Generous vacation and paid time off policies.