L2 - IT Support Engineer

Zones is hiring an L2 - IT Support Engineer in Los Angeles, CA (onsite). This role supports end users across corporate environments while working with established IT tools and processes. You will help keep deskside and desktop technology running smoothly, from troubleshooting and reimaging to asset updates and Executive VIP support. The position is full-time, 8am to 5pm, with a 1+ year term.

Responsibilities

• Provide deskside/desktop/end-user support in a corporate environment.
• Troubleshoot and resolve software issues, including the ability to install, configure, reconfigure, or reinstall software with remote support when needed.
• Support Windows and Mac OS, Microsoft Office 365, smart phones, AV conferencing systems, printers, and PC hardware.
• Use ServiceNow to categorize and prioritize requests, track tickets, and provide up-to-date status and information.
• Research and follow KB articles, and maintain system configurations and KB documentation with updates as needed.
• Perform IMAC work: Install/Move/Add/Change/Decommission IT equipment.
• Support networking, server, and telecommunications technology as part of Smart Hands coverage.
• Handle printer and peripheral device support.
• Manage physical inventory of IT assets, including asset auditing.
• Provide Executive VIP support as needed.
• Support additional corporate and retail locations as needed.
• Reimage computers/hard drives according to customer standards.
• Own issues end-to-end to resolution for applicable requests and incidents.
• Train and orient staff on the use of hardware and software.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree from an accredited higher-education institution and/or seven years relevant experience.
• 3+ years in desktop support and field services.
• Strong knowledge and experience with Windows and Mac OS X.
• Good understanding of network infrastructure, and an understanding of networks, systems, and configurations.
• ITIL Foundation Certification.
• A+ plus one (preferably two) of the following: N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT).
• Team-oriented approach, strong communication skills, and a customer-centered philosophy.
• Dell Certified Technician for ordering parts through OEM and performing parts replacement.
• Strong Apple ISO and mobile support (MDM Support).
• Broad understanding of Mac OS Management tools, especially JAMF Product Suite.
• Experience with operating system deployment (SCCM and macOS 10.15 or later).

Technology

• ServiceNow
• Microsoft Office 365 and Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Windows OS, Mac OS
• Smart phones, AV conferencing systems, printers
• JAMF Product Suite, SCCM, macOS 10.15 or later
• MDM Support, KB articles

Benefits

• Medical coverage
• State-mandated sick leave
• Other benefits designed to support your well-being and work-life balance

Pay: USD $28.00 - $32.00 per hour, commensurate with experience. Hours: 8am – 5pm. Work location: Los Angeles, CA onsite. This position requires working from the office all 5 days a week, with a couple of exceptions.