Senior Level 2 IT Service Desk Technician providing on-site support near Irvine, CA and remote resolution of escalations for local customers.

Deliver Level 2 support with strong customer service, focusing on reliability and trust
Travel to customer sites for proactive visits, issue resolution, and onsite help for planned work and unexpected incidents
Handle escalations in-person and remotely, providing guidance and training to junior team members
Diagnose and resolve problems across Windows workstations and servers, Microsoft 365, networking, printers, mobile devices, and business applications in multiple client environments
Support configuration of networking devices and provide remote hands for engineers
Perform root cause analysis, identify recurring issues, and recommend improvements to increase stability, security, and operational efficiency
Maintain complete documentation, including daily ticket work logs, issue and project status, and time entries
Participate in customer projects such as workstation deployments, hardware replacements, Microsoft 365 migrations, infrastructure upgrades, and office moves
Follow established operational procedures, security policies, and documentation standards
Perform other job-related duties as needed

4+ years of full-time professional IT experience, including 2+ years providing Level 2 or higher support
Experience with Windows Active Directory and Group Policies, plus multiple Windows OSes/platforms
Experience troubleshooting Microsoft 365 services: Exchange Online, Teams, SharePoint, OneDrive, Entra ID, and Intune
General networking knowledge: TCP/IP, VLANs, 802.11 (Wi-Fi), VPN, DNS, and DHCP
Relevant certifications by CompTIA, Cisco, Fortinet, Palo Alto, Microsoft, VMWare, or equivalent knowledge
Strong written and verbal communication skills
Ability to prioritize multiple tasks while maintaining excellent customer service
Valid driver’s license and reliable transportation for onsite customer visits

Experience supporting systems or networking at an MSP or other multitenant environment
PowerShell
Routing and switching configuration, firewalling administration and troubleshooting
Cloud computing (Azure/AWS), virtual desktop infrastructures, and hosted infrastructures
VMware experience and/or certifications (vSphere, ESXi, vCenter)
Virtual Desktop Infrastructure and environment management such as VMware Horizon, Citrix, and MS Remote Desktop Services of 50+ users
Experience with O365 or Exchange administration, migrations, and security
VoIP migration experience
Backup and data recovery technologies experience (Veeam, Rubrix, etc)
Experience supporting Microsoft technologies such as SQL, IIS, DFS, File and Print, etc

Expected pay rate: $21.50 – $29.50 per hour
Total compensation determined by evaluation of relevant required and preferred skills, knowledge, experience, and other qualities
Exceptional candidates may be considered for tier 3 roles
Job Type: Full-time
Pay: $21.50 - $29.50 per hour

Do you currently live within 50 miles of Irvine, California, and are you able and willing to commute to the office and nearby sites?
What is your hourly wage requirement?

Experience: desktop support: 4 years (Required)

IT Service Desk Technician

Job Description