Level 2 IT Help Desk Technician

Pacific Health Group is hiring a Level 2 IT Help Desk Technician for a hybrid role based in San Diego, CA. In this position, you will act as a key escalation resource for complex issues in a cloud-forward environment, while also providing daily help desk leadership through advanced troubleshooting and support across modern endpoints, Google Workspace, monitoring, and AI productivity tools.

Role Snapshot

• Serve as the day-to-day point of contact for the help desk team, supporting prioritization and efficient ticket routing and resolution.
• Provide a Level 2 escalation function when issues require deeper diagnosis and decision-making.
• Support end-user adoption and troubleshooting for AI productivity tools, including Google Gemini and Claude AI.

Responsibilities

• Support and mentor Level 1 technicians by sharing guidance on recurring issues, best practices, and professional development.
• Act as the first line of escalation and decision-making when the IT Manager is focused on higher-priority projects.
• Assist with onboarding new help desk staff, contributing to training materials and SOPs.
• Identify and flag trends, recurring issues, and team capacity concerns to the IT Manager proactively.
• Take ownership of escalated tickets from Level 1, diagnosing and resolving complex hardware, software, and connectivity issues.
• Document resolutions and contribute to an evolving internal knowledge base, keeping documentation current and useful.
• Manage and maintain mobile device management (MDM) platforms through Hexnode (with JAMF or Kandji experience a plus).
• Administer Apple Business Manager for device enrollment, app distribution, and Apple ID management.
• Support deployment and lifecycle management of macOS, iOS, and Windows endpoints.
• Administer and troubleshoot Google Workspace including Gmail, Drive, Meet, and the Admin Console.
• Manage user accounts, permissions, and organizational units within Google Workspace and directory services.
• Support Monday.com for internal teams, including workflow setup and user management.
• Use Insightful for endpoint monitoring, productivity insights, and reporting, and assist in interpreting data for IT and business decision-making.
• Stay current on new AI integrations and help the team maximize their potential.
• Assist with patch management, system monitoring, and infrastructure projects in coordination with Level 3 / Systems teams.
• Use ticketing systems to manage and resolve incidents, with proficiency in ServiceNow, Jira, or Zendesk as a requirement.

Requirements

• 2–4 years in an IT support role, with at least 1–2 years at Level 2 or equivalent.
• Hands-on experience with MDM platforms including Hexnode, JAMF, Kandji, or similar.
• Demonstrated proficiency with Google Workspace administration.
• Familiarity with Apple Business Manager and managing devices in the Apple ecosystem.
• Experience with endpoint monitoring tools such as Insightful or similar.
• Comfort supporting AI productivity platforms including Google Gemini and Claude AI.
• Proficiency with ticketing systems such as ServiceNow, Jira, or Zendesk.
• Clear, professional communication with executives, end users, and junior team members.
• Natural ability to lead and keep the team organized while maintaining your own technical workload.
• Ability to juggle multiple open tickets and responsibilities without dropping priorities.
• Curiosity and self-directed learning to keep pace with a fast-moving technology landscape.
• Google Workspace Administrator Certification.
• JAMF Certified Tech (or equivalent MDM certification).
• ITIL Foundation (a plus).

Technologies You Will Work With

• MDM: Hexnode, JAMF, Kandji
• Apple management: Apple Business Manager, Apple ID management, macOS, iOS
• Endpoints: Windows
• Google Workspace: Google Workspace, Gmail, Drive, Meet, Admin Console
• Project/work management: Monday.com
• Monitoring and insights: Insightful
• AI tools: Google Gemini, Claude AI
• Ticketing: ServiceNow, Jira, Zendesk
• Automation: PowerShell, Bash
• Related: MDM, ITIL Foundation

Work Setup and Reporting

• Department: Information Technology
• Reports To: IT Manager
• Location: San Diego, CA (hybrid)
• Schedule: Hybrid role with a mix of on-site and remote work within California (San Diego county)

Compensation and Benefits

• Salary: USD 58,888 - 62,981 per hourly
• Compensation note: $27.88 - $29.81 per hour (equivalent to an annual salary of $58,000 - $62,000 per year)
• Overtime: Eligible for overtime pay (Hourly (Non-Exempt) position)
• Paid time off: 160 Hours of Paid Time Off (PTO)
• Holidays: 12 Paid Holidays per year, including your birthday and one floating holiday after 1 year of employment
• Volunteer time: 4 Paid Volunteer Hours per Month
• Bereavement leave: Including Fur Baby Bereavement
• Health benefits: 90% Employer-paid Employee-Only Medical Benefits
• FSA: Flexible Spending Account (FSA)
• Protection benefits: Short-Term & Long-Term Disability | AD&D
• Support: Employee Assistance Program (EAP)
• Retirement: 401(k) with Company Match
• Stipend: Monthly Stipend
• Growth: Opportunities for professional development and internal growth
• Discounts: Employee Discounts via Great Work Perks and Perks at Work
• Community: Quarterly In-Person Events

Additional Notes on Certifications

• Bonus points if you have: Experience with PowerShell, Bash, or other scripting for automation; background in ITSM frameworks or change management.
• Preferred certifications (one or more): Google Workspace Administrator Certification, JAMF Certified Tech (or equivalent MDM certification), ITIL Foundation (a plus).

Application and Offer Disclaimer

No candidate will be offered employment without meeting the required qualifications and skillset for the position and successfully completing all steps of the recruitment process. Steps include submission of a completed internal application via the HRIS system, a formal pre-screen with the recruiting team, completion of a skills assessment (if applicable), and a final interview with hiring leadership.