IT Help Desk Technician

Rev Agency LLC is hiring an IT Help Desk Technician for a hybrid role based in San Marcos, CA. This position provides first-level technical support for employees and helps maintain day-to-day IT operations, including user onboarding and meeting room audio/video support.

Key Responsibilities

• Deliver first-level IT support to employees through phone, email, a ticketing system, remote connectivity, and in-person assistance.
• Troubleshoot and resolve issues involving desktops, laptops, mobile devices, printers, peripherals, operating systems, and business applications.
• Record incidents, service requests, resolutions, and troubleshooting steps in the IT service management system.
• Escalate unresolved issues according to established procedures and service level expectations.
• Support onboarding and offboarding tasks, including user account setup, equipment deployment, and access management.
• Assist with day-to-day IT operations, including hardware and software installation, maintenance, upgrades, and troubleshooting.
• Monitor and help maintain system performance, availability, and security.
• Support technology asset inventory, equipment assignments, and software licensing.
• Address network connectivity issues and coordinate with vendors when needed.
• Follow company IT policies, security standards, and best practices.
• Support conference room technology, including audio/video systems, displays, projectors, cameras, microphones, and collaboration tools.
• Set up, test, troubleshoot, and maintain meeting room equipment to support successful in-person, hybrid, and virtual meetings.
• Support Microsoft Teams Rooms and other conferencing platforms.
• Provide customer-focused technical assistance to employees at all levels, with clear communication of technical concepts to non-technical users.
• Maintain professionalism and confidentiality during all interactions.

Required Skills and Knowledge

• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows operating systems, Microsoft 365, and Active Directory.
• Working knowledge and/or experience with PowerShell is preferred.
• Familiarity with networking concepts including LAN, Wi-Fi, VPN, and printer connectivity.
• Experience supporting audio/video conferencing equipment and meeting room technologies.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Strong written and verbal communication skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Familiarity with ITIL principles or IT service management practices is preferred.
• Ability to handle issues calmly and professionally.
• Capability to maintain productivity and confidentiality in a remote or hybrid environment, including minimal distractions, reliable internet connectivity, ongoing communication with leadership, and reliable childcare/eldercare when applicable.
• Professional appearance and presentation in virtual and in-person meetings.

Experience and Education

• Minimum of two (2) years of IT help desk, technical support, or related experience.
• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be substituted.
• Experience supporting users in a corporate office environment required.
• Experience supporting audio/video equipment in conference rooms and collaboration spaces required.
• Experience supporting Microsoft 365, Microsoft Teams, and endpoint management tools preferred.
• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or similar are a plus.

Technologies

• Microsoft 365
• Active Directory
• Microsoft Teams
• PowerShell
• Microsoft Teams Rooms
• LAN
• Wi-Fi
• VPN
• ITIL
• IT service management system
• Audio/video conferencing systems

Preferred Qualifications

• Experience supporting Microsoft Teams Rooms or similar conference solutions.
• Experience supporting ERP systems and other enterprise business applications.
• Experience supporting hybrid work environments.
• Experience working in a customer service-oriented IT help desk environment.
• Knowledge of cybersecurity best practices and endpoint security solutions.

Benefits

• Medical, dental, vision, and a wide range of ancillary coverages
• 401(k) with 4% employer match
• Immediate vesting
• Travel discounts
• Flexible schedules (in-office, hybrid, and remote-US only, eligible states)
• Comprehensive benefits available to full-time employees starting the first of the month after hire
• Casual dress code (for in-office or hybrid employees)
• Stand-up desks (San Marcos office)
• Complimentary snacks and beverages (San Marcos office)
• Employee arcade (San Marcos office)
• Wellness/relaxation room (San Marcos office)

Location, Schedule, and Pay

Location: Hybrid, San Marcos, CA

FSLA Status: Full-time, non-exempt

Pay: USD 23 - 24 per hour

Additional Employment Information

• E-Verify
• Professional references and background checks
• Arbitration agreement as a condition of employment

Physical Requirements

• Ability to work a varied schedule as needed to support business operations and critical system needs.
• Ability to sit, stand, walk, bend, and move throughout office facilities.
• Ability to work extensively on a computer and communicate effectively via phone, video conferencing, and in-person interactions.
• Must be able to lift, carry, push, and pull equipment weighing 30 pounds or more.
• Ability to transport and install computer equipment, monitors, printers, and conference room technology.
• Ability to travel between office locations and meeting spaces as needed.